Highly Skilled Technical Support Professional
1 day ago
We are seeking a highly skilled professional to fill this critical role in maintaining and enhancing our production systems.
Key Responsibilities:- Solve complex customer technical escalations using strong analytical and technical skills.
- Work closely with the engineering team to develop solutions for customer-reported problems.
- Participate in daily meetings to update the development team on ongoing escalation statuses.
- Own highly technical customer escalations with clear expectations and timelines.
- Design and implement tools to aid in root cause analysis, utilizing platform data and code base expertise.
- Reduce time to resolve product issues by fixing them as needed after RCA.
- Provide timely updates to issue reporting teams to enhance overall customer satisfaction.
- Collaborate with product management to identify and implement backlog requirements that add value to the product.
- Bachelor's degree.
- 6+ years' experience in technical product support type roles, preferably in escalations teams.
- Experience working as L3 escalation engineer handling complex customer issues.
- Strong software development experience using Java technologies.
- Good understanding of MySQL/MariaDB/RDBMS and database concepts.
- Familiarity with Microservice architecture environments on AWS.
- Expertise in troubleshooting and root cause analysis for customer/support/field reported issues.
- Possess passion, curiosity, integrity, and outstanding attention to detail while performing tasks. A team player who thrives in collaborative environments.
- Display high attention to detail and strong analytical skills.
- Proficient in scripting, Splunk, network troubleshooting, REST API troubleshooting, and query database.
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IT Technical Support Professional
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Desktop Support Professional
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