Description

You will diagnose and resolve complex technical issues for our platform, leveraging diagnostic tools to isolate root causes. You will manage the full lifecycle of challenging tickets, coordinating with internal teams when necessary to ensure timely resolution. Your unique perspective as a frontline support engineer will drive process and product improvements across business units.

Responsibilities

• Analyze log files and apply standard debugging concepts to troubleshoot web application issues.
• Troubleshoot JavaScript code to identify and resolve software defects.
• Manage incidents, knowledge base entries, defects, and escalations using standard support practices.
• Collaborate with cross-functional teams to resolve complex cases that require broader assistance.
• Provide actionable feedback to product and engineering teams based on recurring customer issues.

Required Skills

• 5+ years of experience in technical support or engineering roles.
• Proficiency in troubleshooting JavaScript code.
• Experience with web application troubleshooting and log file analysis.
• Familiarity with Service/Project Management, SLA Management, Service Catalog, and Customer Service Management.
• Understanding of Workflows & Approvals within service management platforms.
• Strong analytical and creative problem-solving skills.
• Excellent verbal and written communication skills.

Preferred Skills

• Demonstrated experience in defect and escalation management.

Key Skills

Education

Any Gradute