8 hours ago
Shanghai, ChinaStaff+
Responsibilities
- Receive, assess, prioritize, manage, and resolve mobile application incidents and service requests escalated from frontline support.
- Reproduce and troubleshoot iOS and Android issues across devices, operating-system versions, application versions, accounts, locations, and network conditions.
- Diagnose issues involving mobile UI, application logic, local storage, authentication, APIs, backend services, networking, configuration, and third-party dependencies.
- Use logs, crash reports, telemetry, API traces, device information, and monitoring data to identify causes and provide resolutions or workarounds.
- Escalate unresolved issues to development, API, infrastructure, cloud, security, product, and vendor teams with complete diagnostic evidence.
- Support major incidents, incident bridges, release validation, production verification, hotfix assessment, and post-deployment monitoring.
- Monitor mobile reliability indicators including crash-free sessions, ANR rates, startup time, API failures, authentication errors, and network latency.
- Perform root-cause and problem analysis and maintain troubleshooting guides, known-error records, runbooks, and knowledge-base articles.
- Improve observability, alerting, diagnostic tooling, support processes, and application resilience.
- Coordinate with global engineering, product, customer care, infrastructure, security, and vendor teams while participating in on-call or extended-hours support when required.
Requirements
- Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related discipline.
- At least five years of experience in mobile application development, mobile production support, or a closely related role.
- At least two years of experience supporting business-critical or customer-facing mobile applications in production.
- Strong hands-on iOS development and production troubleshooting experience using Swift, including knowledge of MVVM, UIKit or SwiftUI, application lifecycle, state management, and asynchronous programming.
- Experience with REST and GraphQL integrations, authentication flows, API error handling, network debugging, local persistence, caching, crash investigation, memory issues, UI rendering, and device- or version-specific behavior.
- Experience with Xcode, Console, Instruments, iOS crash reports, application logs, API responses, stack traces, monitoring dashboards, and application performance or crash analytics tools.
- Understanding of mobile-to-backend communication, JSON, HTTP/HTTPS, TLS, DNS, authentication, mobile releases, feature flags, configuration management, and App Store or Google Play deployment.
- Strong understanding of ITIL, incident management, major incident management, problem management, change management, knowledge management, SLA compliance, escalation, and continuous service improvement.
- Experience with ticketing platforms such as ServiceNow or Jira.
- Demonstrated experience troubleshooting complex iOS and Android application issues in global, distributed, and cross-functional environments.
- Excellent analytical, technical judgment, written communication, verbal communication, customer-service, accountability, and attention-to-detail skills.
- Preferred qualifications include high-volume customer-facing application support, cloud-hosted backend services, microservice architectures, mobile security, secure storage, OAuth, token management, privacy requirements, multilingual applications, ITIL certification, and SRE practices such as SLI/SLO management, error budgets, automation, and blameless post-incident reviews.
Benefits
- Service region: China.
- Participation in on-call or extended-hours support when required by the agreed support model.
Tech Stack
GraphQLiOSSQLiteSwiftSwiftUI
Categories
MobileSite Reliability
About Nagarro
Nagarro provides digital engineering and IT consulting services to enterprises, delivering custom software development, cloud modernization, data and analytics, IoT, and digital commerce solutions. Its business model centers on project-based and managed services across the full product lifecycle, from strategy and design to build and operations. Nagarro is a public company headquartered in Munich and listed on the Frankfurt Stock Exchange, with global delivery across multiple regions.