As HMS ecosystem grow rapidly around the world, app developers from all around the world increasingly use HMS to utilize its rich and cutting-edge features for their app. Before, during or after development, developers need our support for their unique technical or non-technical questions, creative requirements and integration problems which needs to be addressed and solved quickly, without compromising high quality. To accomplish this very critical task, we have created an internal ticket operation system in which as a part of a very competent support team you receive questions (through tickets) from all over the world and what we do is to address the case or question, troubleshoot it, collect critical info from sender, deep dive into it, test it and solve it, and if you are not the correct address for the problem, escalate it to the technical expert or operation teams. During this process we’re communicating with product teams and other technical support engineers when needed, so it is also a team work.
Besides helping developers for their issues, it is also critical for you to advocate for developers interests and requirements internally at company by creating bug and requirement tickets, sharing best practices and valuable knowledge, which brings the responsibility and opportunity for you to improve the global HMS products touching millions of developers.