Responsibilities:
- Daily handling of escalation tickets
- Bugs follow-ups with R&D
- Consultation and assistance to team members about their cases (issues)
- Participate in Product Development meetings and push forward supportability tools and capabilities
- Product Design / Improvement / Supportability
- Product Development meetings attendance - sprint planning, delivery meetings, Product design meetings
- Data mining – Product Development queries, tickets analysis, etc.
- Submit new required support tools for various customer success teams
- Fasttrack/support tools mapping
- Product SMEs (Subject Matter Experts) for major features
- Providing supportability updates via Emails / Knowledgebase articles
- Training for internal teams
- Consultation for other teams / Product Development/ Technical Account Managers / Managed Services /Sales.
- Tools creation (scripts)
Requirements:
- Degree in Computer / Network / Software Engineering or equivalent
- Experienced in preparing escalations for R&D review / working with R&D to resolve issues / reproducing customer issues / applying and testing hotfixes / using debug commands and tools to isolate issues
- Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)
- Experienced with analyzing Wireshark/TCP-dumps and Debugging tools such as Burp/Fiddler/Postman
- Good knowledge of SQL protocol and databases
- Solid/Admin level Experience with different OS, Unix, Linux, and Windows
- Working Knowledge in programming or ability to read/write pseudo code, as well as scripting languages - Python/Bash/etc, and Regex
- Have the ability to prioritize based on facts and problem severity and/or business impact
Other information:
- Working Location: Suntec City
- Working Hours: Monday - Friday, 8am – 5pm
