Responsibilities
- Identify and resolve urgent, complex technical problems reported by customers, ensuring fast resolution and positive user experience
- Perform in-depth analysis to determine root causes of repeated issues and implement long-term solutions
- Maintain high case throughput while keeping the pending ticket queue to a minimum
- Prioritize and manage incidents and service requests using internal systems, adhering to defined service level agreements
- Act as the primary contact for escalated critical issues and join customer calls when necessary
- Participate in an on-call rotation, including weekends, to respond to system alerts and incidents
- Collaborate with teams across sales, implementation, logistics, and engineering to resolve urgent customer problems and improve workflows
- Guide and mentor junior engineers to build a cooperative and growth-oriented team culture
- Partner with engineering, product, and sales teams to meet customer requirements and incorporate feedback
- Use data to identify areas for improving support tools and processes, and help implement those improvements
- Lead or contribute to initiatives that enhance support efficiency, product functionality, and customer happiness
- Develop and update technical documentation such as knowledge base entries, troubleshooting manuals, and recommended practices
- Stay highly proficient in the organization’s products, platforms, and technologies, tracking industry advancements
Work Arrangement
Hybrid — San Francisco, London, Bangalore
Other
- This position requires quarterly in-office attendance for one week
- On-call support is required on a rotating basis, including weekends, to handle incidents, alerts, and monitoring tasks
- The company promotes equal opportunity and embraces diversity, with no discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability
