Source description
About the role
• Serves as dedicated first-line support for escalated tickets • Conducts recorded/transcribed knowledge transfer sessions with subject matter experts • Leverages AI to transform session recordings into detailed technical documentation for team knowledge base • Uses agentic AI tools to query knowledge base and resolve support issues efficiently • Assumes primary support ownership of key applications • Demonstrates strong communication skills while working with business and technical team members. • Triages, prioritizes, and tracks support tickets through resolution • Documents recurring issues and solutions; identifies patterns for proactive fixes • Escalates complex issues to senior engineers with thorough context and troubleshooting steps • Collaborates with development teams on bug reports and feature requests • Maintains SLAs and communicates status updates to end users
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