Responsibilities
- Act as a lead support specialist, guiding clients through resolution of advanced technical challenges.
- Manage support tickets from initial intake to final resolution, including analysis, updates, and closure.
- Diagnose and resolve problems related to application functionality, data inconsistencies, integrations, and system operations.
- Provide clear, timely updates on issue status and solutions to both clients and internal teams.
- Maintain accurate and consistent records of cases, underlying causes, and corrective actions.
- Help build and maintain internal documentation such as knowledge articles and diagnostic procedures.
- Monitor platform performance and uptime using monitoring systems and alerting tools.
- React to system alerts in collaboration with technical operations teams.
- Evaluate and verify infrastructure changes to ensure client environments remain stable.
- Assist in incident response and participate in post-mortem reviews when required.
- Collaborate with Engineering, Product, and Operations teams to resolve systemic issues and strengthen product resilience.
- Conduct root cause investigations and suggest improvements to prevent future incidents.
- Engage in formal processes for managing incidents, changes, and recurring problems.
- Identify and propose enhancements to support procedures and platform dependability.
