Technical Support Specialist

AS Watson Retail (HK) Limited

Hung Hom, Hong Kong
Permanent
Full-time

9 days ago

AS Watson Group, the world’s largest international health and beauty retailer, is operating over 16,900 stores under 12 retail brands in 30 markets, with over 130,000 employees worldwide. For the fiscal year 2023, AS Watson Group recorded revenue of US$23 billion. Every year, we are serving over 5.5 billion shoppers via our O+O (Offline plus Online) technology-enabled platforms.Together with our 12 retail brands including Watsons, Kruidvat, Trekpleister, Superdrug, Savers, Rossmann, Drogas, ICI PARIS XL, The Perfume Shop, PARKnSHOP, FORTRESS and Watson’s Wine, we set O+O (Offline Plus Online) as the new standard for retail. O+O is more about creating an integrated offline and online experience to better serve customers’ needs through digital transformation, that enables them to shop across any channel, anytime, anywhere. Every day, we work towards a clear purpose: To put a Smile on our customers’ faces today and tomorrow.Our success depends on our people staying ahead of the game. We believe that our attitude to teamwork and our encouragement for your personal growth comes shining through everything we do. We also know that our success as an employer isn’t just about influencing you on why you should join our business. It’s about asking you to imagine where it could take you.Come and join a Winning TeamWe are Awesome!Why Should You Join Us?At ASW, we believe in our people, in teamwork and the importance of your personal growth. If you are looking for the opportunity to join our award-winning international family with over 17,000 stores across 31 markets in Asia and Europe, the ASW family welcomes you…You can enjoy:

Conveniently located in Whampoa, less than 5 min. walk from MTR
Comprehensive Medical and Life insurance coverage, including your spouse and children

Role Purpose:We are seeking a dedicated Technical Support Specialist to join our digital operations team. This role serves as the first line of technical support for our online business backend systems and website platforms across Watsons Asia. The specialist will be responsible for identifying, investigating, and resolving technical issues that impact our digital commerce operations, ensuring system stability and business continuity.A typical day in this Role:

Act as the first-tier technical support contact for backend system and website issues across Watsons Asia digital platforms.
Monitor system performance, detect anomalies, and perform incident triage in real time.
Conduct root cause analysis of technical issues and propose corrective and preventive actions.
Collaborate with cross-functional teams including developers, QA, and infrastructure to resolve technical blockers promptly.
Document technical issues, resolutions, and update the knowledge base for future reference.
Escalate unresolved incidents to the appropriate internal or external parties with detailed technical context.
Participate in regular system health checks, release validations, and support readiness.
Ensure high system uptime and performance through proactive monitoring and quick response to alerts.
Non-office hour support may be required for urgent incident handling or critical issue triage.

This job is a good fit for You if:

You are a CONNECTOR. You forge deep relationships beyond networking or teamwork. You will find ways to avoid confrontation by employing skillful collaboration.
You are a DETAILER. You deliberate fully before making decisions and will need to see all the facts before reaching a conclusion. You follow up rigorously.
You are a PROBLEM SOLVER. You make decisions based on evidence-based opinions.

Success will depend on:

Experience with eCommerce platforms (e.g., SAP Commerce, Magento, Salesforce Commerce Cloud).
Knowledge of SQL, scripting languages, or system integration tools.
Familiarity with Dynatrace or other application performance monitoring (APM) tools.
Experience with CI/CD pipelines, version control (e.g., Git), and DevOps environments.
Previous exposure to cloud platforms such as AWS, Azure, or GCP. background in Quantitative disciplines (Statistics/ Mathematics / Data Science).
Good command of written and spoken Chinese & English.
Self-motivated with growth mindset, and a strong team player with proven agility.

What is holding you back?"Grasp this opportunity and don't let this great chance to shape your life slip away!"Apply now!We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the AS Watson Group.Applicants not hearing from us within 6 weeks from the date of advertisement may consider their applications unsuccessful. All personal data of unsuccessful applicants will be destroyed within 12 months from the date of application.

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