What you'll do
We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist. This role is open at multiple levels - from early-career engineers eager to develop their skills, to experienced professionals ready to take ownership of escalations and mentor others.
In this role, you will provide technical support across Java-based applications, cloud infrastructure, networking, and databases. You will triage and resolve client issues, collaborate with internal teams, and ensure seamless service delivery across our SaaS and on-prem environments. At senior levels, you will act as a Subject Matter Expert (SME), drive root cause analysis, and help scale our support function through mentorship and knowledge sharing.
Key Responsibilities
Technical Support & Troubleshooting
In this role, you will provide technical support across Java-based applications, cloud infrastructure, networking, and databases. You will triage and resolve client issues, collaborate with internal teams, and ensure seamless service delivery across our SaaS and on-prem environments. At senior levels, you will act as a Subject Matter Expert (SME), drive root cause analysis, and help scale our support function through mentorship and knowledge sharing.
Key Responsibilities
Technical Support & Troubleshooting
- Serve as a technical contact for clients, diagnosing and resolving issues across applications, infrastructure, and databases.
- Triage incoming tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear documentation.
- Perform log analysis, debugging, and performance monitoring to identify root causes.
- (Senior level) Lead the resolution of escalated incidents, provide guidance to junior engineers, and implement long-term fixes.
- Monitor and manage support queues, ensuring SLA compliance (via Jira dashboard).
- Act as a trusted technical contact, delivering timely and effective resolutions to clients.
- Provide structured feedback on recurring issues to drive product and process improvements.
- (Senior level) Contribute to knowledge bases, develop training materials, and mentor junior colleagues.
- Participate in a rotating on-call schedule, including after-hours or weekends, for urgent support needs.
- Ensure seamless handover and coordination with North America and APAC teams as part of the Follow the Sun (FTS) support model.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
- Contribute to the development of troubleshooting playbooks and internal documentation.
- Collaborate on improvements to monitoring, alerting, and operational workflows.
- (Senior level) Deliver technical training sessions and act as a Subject Matter Expert (SME).