1. Responsible for integrating, guiding, and reviewing the new cross-border e-commerce ERP and merchant API, ensuring smooth integration and adherence to logging standards.2. Offer technical support for cross-border e-commerce ERP/merchants, diagnosing and reproducing reported errors and issues, collaborating with product and research teams to find solutions, and ensuring timely resolution of technical problems.3. Translate partner-reported issues into technical requirements and language through effective communication and analysis. Accurately convey feedback from the technical team to the ERP/merchants.4. Record bugs and design flaws in the internal ticketing system, taking ownership of tracking and follow-up. Provide prompt feedback to partners after issue resolution. Escalate unresolved issues to leadership for prompt resolution.5. Summarize and categorize business situations on a weekly basis, producing comprehensive reports for stakeholders.6. Provide SQL data support to internal business teams, assisting with data retrieval and analysis.7. Offer guidance and training to both internal and external clients, ensuring they have a clear understanding of the ERP and merchant API functionalities.

•Responsible for the Azure PaaS products of App Services, Function App, etc. for strategic customers (Top500), allocating 40 APAC support engineers according to the priority of the cases within the SLA. Connect with internal and external stakeholders, follow up the case handling process and catch customer needs, communicate and cooperate across different regions in English fluently.•Use OneNote and Excel to compose daily summaries, weekly and monthly reports on business and team operations. The reports cover cyclical APAC region’s business changes and team productivity analysis, providing insights and decision-making recommendations for management.•Deploy data monitoring dashboards in the Dynamic365 CRMGlobal platform, to realize the classification and visualization of data sets through parameter configuration and adjustment, and to update, maintenance, and authority assignment of dashboards.•Use Dynamics365 OneSupport.CRM platform, CPS and other tools to query and review the compliance of case handovers, record and feedback abnormal situations in a timely manner, assist the management to define the scope of power and responsibility and supervision implementation, and optimize team operation and management.•Submit the problem/requirement to the development/support staff by email, follow up the handling and resolution of the problem, and feedback the progress to the team members when we are faced with any technical problems with the tool or system.•Deliver KT session on the configuration and use of workflow, content and tools to overseas team through messages and remote session. Online configuration guidance and Q&A.•Based on the accumulated experience in the past, produce structured work technical documents.