Customer Support and Operations Engineer
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, additional language
- Experience
- 4-7 years
- Required Skills
- AWSCloud ComputingIoTJiraTechnical supportCustomer supportSaaSZendesk
Requirements
- 4-7 years of experience in SaaS, PaaS, Telecoms, customer support, or IoT/M2M.
- Experience in technical customer support at a mobile network operator or telecoms vendor.
- Knowledge of maintenance and technical support activities and processes.
- Strong knowledge of Operating Systems (e.g., Microsoft Windows).
- Experience with support ticketing systems (e.g., Zendesk, JIRA).
- Fluency in English and an additional language.
- Passion for process automation.
- Resourceful and solution-oriented personality.
- Technical education (e.g., network operations or telecommunications engineering) preferred.
- Knowledge of Amazon Web Services and cloud computing is an advantage.
Responsibilities
- Serve as first/second level technical support for international IoT customers.
- Resolve technical issues in line with company SLAs and KPIs.
- Provide support via ticketing system, email, or telephone.
- Prioritize requests and collaborate with Customer Success, Engineering, and Product teams.
- Manage the Zendesk ticketing system.
- Communicate procedural and technical issues to internal and external stakeholders.
- Define and track bugs for development and propose UX/quality improvements.
- Maintain knowledgebase articles.
- Monitor production systems and mitigate alerts.
- Suggest improvements for internal processes and ticket handling.
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