Source description
About the role
Advanced Troubleshooting and Escalation: Diagnose and resolve complex technical issues, acting as the primary escalation point. Review application behavior, configuration settings, logs, database queries, data files, and other relevant information to narrow down or identify the causes of reported issues.
Incident Management: Lead the timely resolution of high-priority incidents, coordinating with internal teams. Conduct post-incident reviews to identify and implement improvements.
Customer Advocacy and Product Expertise: Build, maintain and continuously enhance your deep product knowledge to address customer questions and concerns. Advocate for customer needs in cross-functional discussions.
Knowledge Sharing and Documentation: Maintain thorough documentation of troubleshooting steps, solutions, and best practices. Participate in a culture of continuous learning and knowledge sharing within the team.
Cross-Functional Collaboration: Collaborate with developers, product managers, and other teams in an agile environment to deliver rapid, high-quality responses to customers.
Process Optimization and Continuous Improvement: Identify opportunities to improve support processes and workflows.
24/7 Coverage: Work on a rotating shift schedule to ensure 24/7 support coverage for our international customer base. The current shift schedule is four 10-hour shifts per week, rotating between early, late, and overnight.
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