Description

• Maintain multiple customer environments.
• Update and manage case backlog based on internal policies.
• Identify, prioritize, and resolve high-priority incidents through effective crisis management.
• Provide a customer-first experience while managing support cases via phone and email.
• Collaborate effectively with cross-functional teams to ensure timely issue resolution.
• Engage internal technical teams, architects, project managers, and account teams to troubleshoot and resolve complex issues.
• Deliver technical solutions that achieve issue resolution or mitigation while maintaining high customer satisfaction.
• Follow technical guidance and direction from senior engineers.
• Support customer-facing activities and travel to customer sites when required.
• Act as the technical escalation point for NOC, Level I, and Level II Engineers.
• Contribute to and maintain technical knowledge base documentation.
• Mentor and coach NOC, Level I, and Level II Engineers.
• Deliver technical training sessions to support engineers.
• Perform Escalation Manager responsibilities.
• Review support cases, identify recurring trends, and drive long-term problem resolution.
• Conduct technical reviews of customer environments transitioning from implementation to support.
• Perform deep-dive technical troubleshooting and develop complete issue resolutions.
• Analyze how multiple technologies interact to identify root causes and resolve complex issues.
• Review and proactively manage high-priority customer environments to prevent critical incidents.
• Serve as the final technical escalation point for the support organization.
• Participate in on-call rotations and weekend support as required.
• Perform customer onboarding and support critical customer accounts.
• Participate in the interview process for prospective technical candidates.
• Support AWS cloud environments; experience with Oracle Cloud Infrastructure (OCI) is a plus.
• Develop and maintain automation solutions using Python, Terraform, and related automation tools.
• Utilize HashiCorp and CyberArk solutions for infrastructure automation and privileged access management when applicable

Key Skills

Education

Bachelor's degree