Description

You will provide advanced technical support to resolve complex software issues and minimize financial risk for clients.

Responsibilities

• Analyze logs, traces, and packet captures to troubleshoot and resolve technical issues.
• Own the end-to-end troubleshooting process to ensure cases meet SLA targets and address root causes.
• Manage high-severity cases by collaborating with internal stakeholders and driving escalated problems to resolution.
• Mentor team members on product knowledge, troubleshooting methodologies, and communication.
• Drive process improvements to increase the efficiency and effectiveness of support operations.

Required Skills

• 5+ years of technical customer service experience.
• 3+ years of advanced knowledge in SaaS, telecommunications, networking, and relational databases.
• Proficiency in SQL engines including Oracle, MySQL, or PostgreSQL.
• Experience using ticketing systems such as Jira or Salesforce.
• Strong analytical and problem-solving skills in multi-platform environments.
• Ability to manage multiple tasks in interrupt-driven environments.
• Bachelor’s degree in Computer Science, Business Information Systems, Networking, or equivalent experience.

Preferred Skills

• Scripting experience with Bash, Python, or Java.
• Knowledge of AWS cloud services.

Key Skills

Education

Any Graduate