Description

You will manage customer support activities and resolve technical issues to maintain high service standards in Bengaluru, Karnataka, India.

Responsibilities

• Resolve customer support requests independently by utilizing product documentation and deep feature knowledge.
• Track, update, and close tickets in the support portal with detailed documentation of resolution steps.
• Collaborate with the product team to provide bug fixes and escalate unresolved issues to higher support levels.
• Test new product features, bug fixes, and patches in local environments to improve troubleshooting capabilities.
• Create and maintain knowledge base documentation and participate in regular status review calls.

Required Skills

• 4+ years of experience in customer support or technical support roles.
• Proven experience with troubleshooting and resolving complex technical issues.
• Clear understanding of SLA, MTTA, MTTD, and MTTR metrics.
• Knowledge of proactive and reactive monitoring and observability principles.
• Ability to manage stakeholders and follow defined escalation matrices.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree