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- Be part of a globally distributed support team, ensuring continuous service availability every day of the year.
- Use analytical and problem-solving skills to pinpoint issues, apply effective solutions or workarounds, and escalate to technical teams when necessary.
- Respond swiftly to incoming requests, keeping in mind ticket urgency, customer expectations, and service-level commitments.
- Deliver exceptional support with a focus on exceeding SLA targets, and escalate challenges appropriately to maintain service quality.
- Record all interactions and updates clearly in the ticketing system to support team transparency and consistent communication.
- Recreate reported issues when needed to better understand complex problems and assist with resolution.
- Contribute to internal documentation by adding valuable insights and updates to the knowledge base for team-wide benefit.
- Foster strong client relationships, confidently joining customer calls without requiring senior oversight.
- Take ownership of support for specific applications, acting as a go-to expert in those areas.
- Work closely with product, development, and services teams to share insights, improve features, and enhance delivery outcomes.
- Participate in the on-call schedule to support critical issues outside of regular business hours.
- Database technologies such as MySQL; PostgreSQL; Oracle
- Experience with Windows Server and Linux operating systems
- Experience of cloud technologies, in particular AWS
- Excellent problem solving skills and diagnostic skills
- Good customer service and communication skills
