Description

You will provide multi-lingual technical support for business-critical applications via phone, chat, and email.

Responsibilities

• Triage issues and fulfill requests by following established Knowledge Base documentation.
• Take ownership of client issues from initial contact through root cause analysis and resolution.
• Coordinate with 2nd level support staff and escalate to relevant business groups as needed.
• Collect user information via Teams or Rocket chat and document all findings within tickets.
• Run automated troubleshooting scripts and manage high-priority tickets through triage and reporting.

Required Skills

• 4+ years of experience in customer support roles.
• Strong programming background and ability to write shell scripts.
• Proficiency with Linux environments.
• Hands-on experience with Splunk, Grafana, and troubleshooting workflows.
• Experience using Jira, ServiceNow, GitLab, or Odyssey wiki.
• Knowledge of ETL processes and batch tools.
• Fluency in written and spoken English.

Preferred Skills

• Experience working within a 24/7 rota covering 1st, 2nd, and 3rd shifts.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree