In this role, you will take ownership of investigating, tracking, and resolving Tier 1 (L1) and Tier 2 (L2) support issues for our international customers. Acting as the primary point of contact, this role requires a deep understanding of our support systems and underlying business concepts to ensure technical resolution and customer satisfaction.
Key Responsibilities:
Technical Support & Troubleshooting
- Serve as the primary point of contact for L1/L2 customer production support, efficiently handling fundamental and straightforward technical problems.
- Triage incoming tickets, resolve known issues or provide workarounds utilizing existing documentation, and guide customers through these materials.
- Perform log analysis, debugging, and performance monitoring to identify root causes.
- Determine and reproduce customer issues by analyzing symptoms and requesting necessary diagnostic information.
- Escalate complex or unresolved cases to L3/Tier 3 Support in accordance with standard operating procedures.
- Monitor and manage support queues, ensuring SLA compliance. Ensure accurate logging, tracking, and timely closure of all support tickets
- Act as a trusted technical contact, delivering timely and effective resolutions to clients.
- Collaborate with cross-functional teams to enhance monitoring, alerting, and incident response processes across the support environment.
- 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.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.