Description

You provide remote technical support for hosted and on-premise solutions to global internal and external clients.

Responsibilities

• Manage customer incidents via telephone and case systems while maintaining end-to-end communication based on SLAs.
• Triage and escalate incidents following standard operating procedures.
• Act as a liaison between engineering and consulting teams to drive incident resolution.
• Collaborate with infrastructure, product, and operations teams to restore platform functionality.
• Prioritize and manage multiple concurrent incidents to improve the customer experience.

Required Skills

• Bachelor’s degree or equivalent experience.
• Experience troubleshooting multi-tier cloud applications and on-premise software products.
• Knowledge of AWS concepts and cloud platforms.
• Understanding of enterprise-level application and infrastructure support.
• Exposure to incident, problem, and change management processes.
• Understanding of the ITIL framework.
• Strong written and verbal communication skills for client-facing interactions.
• Ability to work primarily in shifts.

Key Skills

Education

Not specified