Responsibilities:-
- Manage and handle all customer tickets and urgent requests which meet our SLAs.
- Be the focal point for our customers, identify their needs, and help them achieve their goals.
- Work with our customers/POC during implementation and production of Server-based applications.
- Reproduce customer cases for detailed troubleshooting and analysis.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Monitor customer complaints on social media and reach out to provide assistance.
- Share feature requests, effective workarounds and knowledge base entries with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share it with our Product, Sales and Marketing teams.
Requirements:-
- 2-3 years as a Tier 2/3 Technical Support Engineer (Software security industry) or similar CS role.
- Hands-on experience with OS (Linux\Windows) – must.
- Hands-on experience with SAAS platform (AWS - an advantage).
- Familiarity and understanding of network communication and protocols (TCP/IP, HTTP, Proxies and Load Balancers).
- Experience with Kubernetes infrastructure – an advantage.
- Excellent troubleshooting skills and hands-on experience solving problems with a strong sense of customer commitment.
- Team player with a positive attitude, empathy, with high energy.
- Naturally curious and excited to learn new technologies.
- BSc in Information Technology or equivalent experience.
- Willingness to work off-hours when necessary.
