Responsibilities
- Address customer-reported issues via the assigned Salesforce queue by diagnosing application problems and ensuring resolution with all stakeholders.
- Help define and manage application-level standards and procedures, including software versions, configuration, load balancing, database connections, and release cycles.
- Administer monitoring tools such as ProActiveNet, AlertSite, Datadog, CloudWatch, PRTG, PagerDuty, Graylog, Kibana, and custom scripts.
- Assist in onboarding new customers and transitioning systems from development to production environments.
- Answer technical inquiries from customers in alignment with operating level agreements and manage escalations using a collaborative swarming approach.
- Be available during business hours in Hip Chat and Skype for real-time support and communication.
- Respond to after-hours alerts and escalated incidents as needed.
- Take part in system maintenance, performance evaluations, operations acceptance testing, and release-related tasks when required.
- Manage assigned JIRA ticket queues and ensure timely follow-up with relevant parties.
- Communicate critical updates clearly and consistently to team members, leadership, and customers per support service standards.
- Share insights with product and engineering teams to enhance application usability and functionality.
- Support Knowledge Centered Support (KCS) by creating and updating Salesforce knowledge articles to resolve incidents and major outages.
- Perform additional duties as assigned by management.
Work Arrangement
Hybrid
Other
- Available in Hip Chat and Skype rooms during business hours
- Respond to off hour’s pages and escalations
- Hybrid work options may be available
