Job Description
RESPONSIBILITIES
- Maintain response and resolution speed as per SLOs
- Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases
- Use troubleshooting tools and techniques to identify root causes and provide customer-facing root cause assessments
- Classify queries internally, documenting problem classes and preventative actions for future analysis
- File issue reports, create documentation, and suggest code-level resolutions for complex product bugs
- Assist engineers in driving bugs to resolution
- Perform community management tasks as needed
- Handle cases involving customer-specific architectural design requirements and provide product-specific solutions
- Follow notification and escalation procedures
- Adhere to communication standards regarding operational issues
**REQUIREMENTS**:
- 5+ years of experience working in support projects and/or 24x7 environments
- Advanced English level (B2+/C1)
- Strong experie...
- Maintain response and resolution speed as per SLOs
- Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases
- Use troubleshooting tools and techniques to identify root causes and provide customer-facing root cause assessments
- Classify queries internally, documenting problem classes and preventative actions for future analysis
- File issue reports, create documentation, and suggest code-level resolutions for complex product bugs
- Assist engineers in driving bugs to resolution
- Perform community management tasks as needed
- Handle cases involving customer-specific architectural design requirements and provide product-specific solutions
- Follow notification and escalation procedures
- Adhere to communication standards regarding operational issues
**REQUIREMENTS**:
- 5+ years of experience working in support projects and/or 24x7 environments
- Advanced English level (B2+/C1)
- Strong experie...
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