About the Role
This role involves diagnosing and solving technical challenges reported by customers, working closely with engineering teams to identify root causes, and delivering timely solutions to maintain system reliability and customer satisfaction.
Responsibilities
- Diagnose and resolve technical issues reported by enterprise customers
- Analyze system logs and performance data to identify root causes
- Collaborate with engineering teams to escalate and resolve bugs
- Provide timely updates to customers during incident resolution
- Document technical problems and resolution steps in the ticketing system
- Reproduce reported issues in test environments
- Support deployment of hotfixes and patches
- Assist customers with configuration best practices
- Monitor service health and respond to alerts
- Participate in on-call rotations for critical issues
- Communicate technical details clearly to non-technical stakeholders
- Contribute to knowledge base articles and internal documentation
- Follow incident management procedures and escalation paths
- Work across time zones to support global customers
- Ensure cases are resolved within service level agreements
- Perform root cause analysis for recurring issues
- Assist in onboarding new support engineers
- Stay current with product updates and new features
- Validate fixes before closing customer cases
- Coordinate with product teams for feature feedback
Nice to Have
- Experience with large-scale IT monitoring tools
- Background in cloud infrastructure platforms
- Knowledge of single sign-on and identity management
- Familiarity with REST APIs and JSON
- Exposure to containerization or virtualization technologies
- Certifications in IT support or systems administration
- Experience with performance tuning and optimization
- Prior work in a 24/7 support environment
- Understanding of data privacy regulations
- Experience supporting global enterprise customers
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Part of the global technical support team
Why Join Us
- Opportunity to work with cutting-edge technology used by major organizations worldwide
- Collaborative culture that values technical excellence and innovation
- Professional growth through mentorship and learning programs
- Exposure to complex technical challenges across diverse industries
What We Offer
- Comprehensive health and wellness benefits
- Flexible working hours and remote options
- Annual learning and development budget
- Team events and company-wide gatherings
Available for qualified candidates
