Job Description

We are seeking an experienced Senior Site Reliability Engineer (SRE) - Mobile Application Support to provide production support for customer-facing mobile applications across iOS and Android platforms. This role serves as a senior technical escalation point for mobile application cases received by the frontline support team.

The successful candidate will assess incidents accurately, reproduce issues, identify the affected technical layer, provide resolutions or workarounds, and escalate cases to the appropriate development, API, infrastructure or product teams with complete diagnostic evidence. The position requires strong mobile application development knowledge, a production-support mindset, sound ITIL practices and excellent English communication skills.

This is not purely a feature-development role; it combines hands-on mobile troubleshooting, incident management, service reliability and cross-team coordination.

Key Responsibilities

• Receive, assess and manage mobile application incidents and service requests escalated from frontline support teams.
• Reproduce reported issues across different devices, operating-system versions, application versions, user accounts, locations and network conditions.
• Determine whether an issue originates from the mobile UI, application logic, local data storage, authentication, API integration, backend services, network connectivity, configuration or third-party dependencies.
• Troubleshoot iOS and Android application issues using logs, crash reports, telemetry, API traces, device information and monitoring data.
• Provide timely resolutions, technical guidance and practical workarounds for known issues.
• Escalate unresolved cases to mobile development, backend, API, cloud, security or product teams with clear reproduction steps, business impact, logs and supporting evidence.
• Take ownership of incidents throughout their lifecycle, ensuring correct prioritisation, regular communication, SLA compliance and proper closure.
• Support major incidents by participating in incident bridges, coordinating technical investigation and providing concise status updates to stakeholders.
• Monitor mobile application reliability, including crash-free sessions, ANR rates, application startup time, API failures, authentication errors, network latency and other service-health indicators.
• Support release validation, production verification, hotfix assessment and post-deployment monitoring for iOS and Android applications.
• Perform root-cause analysis and contribute to problem management for recurring or high-impact issues.
• Create and maintain troubleshooting guides, known-error records, operational runbooks and knowledge-base articles.
• Identify opportunities to improve observability, alerting, diagnostic tooling, support processes and application resilience.
• Work closely with global engineering, product, customer care, infrastructure, security and vendor teams.
• Follow client's security, privacy, change-management and production-access requirements.
• Participate in on-call or extended-hours support when required by the agreed support model.

Required Technical Skills

• Strong hands-on experience with iOS application development and production troubleshooting using Swift.
• Good understanding of common iOS architectural patterns such as MVVM.
• Experience with UIKit and/or SwiftUI, application lifecycle, state management and asynchronous programming.
• Knowledge of REST and GraphQL integrations, authentication flows, API error handling and network debugging.
• Familiarity with URLSession, Combine and/or Swift concurrency.
• Experience with local persistence and caching technologies such as Core Data, SQLite or equivalent solutions.
• Ability to investigate crashes, memory issues, UI rendering problems, lifecycle defects and version- or device-specific behaviour.
• Experience using Xcode, Console, Instruments and iOS crash reports.

Reliability and Production Support

• Strong understanding of mobile-to-backend communication, including REST, GraphQL, JSON, HTTP/HTTPS, TLS, DNS and authentication.
• Ability to read and interpret application logs, API responses, stack traces and monitoring dashboards.
• Familiarity with application performance monitoring, crash analytics and observability tools.
• Understanding of CI/CD pipelines, mobile application releases, feature flags, configuration management and App Store/Google Play deployment processes.
• Ability to distinguish quickly between application, backend, network, device, account and configuration issues.

ITIL and Service-Management Requirements

• Solid understanding of ITIL principles and production-support practices.
• Practical experience with Incident Management, Major Incident Management, Problem Management, Change Management and Knowledge Management.
• Ability to assess business impact and urgency and assign the appropriate incident priority.
• Strong ownership of cases from initial receipt through resolution and closure.
• Experience working with ticketing platforms such as ServiceNow, Jira or equivalent tools.
• Understanding of SLA, escalation, root-cause analysis and continuous service improvement.

Qualifications and Experience

• Bachelor's degree in Computer Science, Software Engineering, Information Technology or a related discipline.
• At least 5 years of experience in mobile application development, mobile production support or a closely related role.
• At least 2 years of experience supporting business-critical or customer-facing mobile applications in a production environment.
• Demonstrated experience troubleshooting complex iOS and Android application issues.
• Experience working in a global, distributed and cross-functional delivery environment.
• Strong analytical thinking and the ability to make accurate technical judgments under time pressure.
• Excellent written and verbal English communication skills.
• Ability to explain technical issues clearly to both engineering teams and non-technical stakeholders.
• Strong customer-service mindset, accountability and attention to detail.

Preferred Qualifications

• Experience supporting high-volume applications in hospitality, travel, e-commerce, retail, banking or another customer-facing industry.
• Experience with cloud-hosted backend services and microservice architectures.
• Knowledge of mobile application security, secure storage, OAuth, token management and privacy requirements.
• Experience supporting multilingual applications across multiple countries or regions.
• ITIL Foundation certification or an equivalent service-management qualification.
• Experience with SRE practices, including SLI/SLO management, error budgets, automation and blameless post-incident reviews.

Service Region

China