- Provide efficient and effective technical support to customers.
- Diagnose and troubleshoot software and hardware issues related to the product.
- Collaborate with cross-functional teams to promptly resolve complex technical problems.
- Guide customers through proper configurations and best practices for an exceptional experience.
- Document and track customer issues, resolutions, and best practices to contribute to the knowledge base.
- Stay updated on industry trends and emerging technologies in data backups and security.
- Support the development of documentation by validating procedures, building lab environments or drafting content.
- Conduct root cause analyses (RCA) for customer issues, collaborating with internal teams and external vendors as needed.
Technical support