- Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
- Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
- Ensure high ticket productivity while maintaining a minimal backlog
- Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
- Serve as the main escalation point for critical issues and actively participate in customer calls as required
- Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed
- Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
- Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment
- Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices
- Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends
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