Responsibilities
- Conduct in-depth technical analyses to resolve intricate customer-reported or internally detected problems
- Assume full responsibility for customer cases from initial diagnosis to final resolution
- Deliver technical troubleshooting assistance through various communication methods including email, support tickets, Slack, and video calls
- Provide continuous support in a 24x7 operational setting with flexibility to work across shifts
- Examine system incidents using platform environments, integration connectors, logs, and diagnostic tools
- Lead root cause investigations in coordination with multiple engineering units
- Record established and emerging solutions in the internal knowledge repository and disseminate findings team-wide
- Apply sound judgment and clear communication to issue timely global notifications and updates to customer-facing departments
- Support new product rollouts with technical expertise and customer issue resolution
Work Arrangement
Remote (Worldwide)
