Duties and Responsibilities
Monitor and dispatch customer tickets assigned to the level 2 support team. Analyze the problem and isolate it to the platform or application layer. Resolve application related issues or escalate platform issues to the level 3 support ticket team (R&D).
Follow up level 3 tickets, and assist us to analyze, reproduce the issue and test the fix.
Provide a quick solution including a workaround to resolve customer issues in a timely manner.
Lead and coordinate with other engineers in level 2 support team, including daily issue
check, technical discussion, and continuously enhance knowledge base.
Be the contact person from level 1 support team, answer technical queries, and build FAQ.
Contribute to maintain and improve the capability of level 1 support.
Regular analysis of customer tickets to assure the service SLAs. Improve the support
process efficiency and bring customer feedback to other teams across the company
Answer technical questions of a public developer forum.
Qualifications and Experience
Bachelor’s Degree (or equivalent) in IT.
5 years working experience.
Three – four years’ experience in a computing work environment.
Technical Skills
PaaS and SaaS cloud environments.
Software stack: google, zoho desk, slack, confluence, gitlab.
Programming languages: Javascript, HTML/CSS, Freemarker, MongoDB, REST API.
Basic knowledge of cloud applications security, performance issues and best practices.
Soft skills
Good communication with global teams and customers.
Be able to translate business needs into technical recommendations.
Analysis complex issue.
Team leader and Builder.
Customer first and handling customer complaints..
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