- Serve as a technical expert and point of contact for enterprise customers, helping resolve production issues and answering platform questions.
- Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability.
- Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems.
- Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution.
- Create and expand internal monitoring dashboards.
- Participate in the on-call rotation and lead incident response when necessary.
- Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements.
- Drive continuous improvements in support operations, tooling, and workflows.
AWSBlockchainKubernetes+3 more