Job Description
Responsibilities
Flexible to accommodate urgent customer needs over weekends and public holidays
Perform tasks such as issues, deploying products, collecting artefacts for debugging
Provide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
Documenting all support issue details while supporting customers to ensure details are available for all relevant parties
Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team
Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information
Report customer use cases, requirements, enhancement requests, and recommend fix...
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