You’ll play a key role in delivering exceptional technical support and improving customer satisfaction by solving complex issues and acting as a bridge between technical teams and customer-facing teams. Your expertise will drive the resolution of escalated problems, enhance internal knowledge, and contribute to the continuous improvement of our products and processes.

• Customer Technical Support: Work closely with our customer-facing teams to provide expert advice and solutions for technical issues. Act as a point of escalation for more complex troubleshooting, assisting in identifying and rectifying technical problems.
• Issue Analysis and Resolution: Take ownership of issues escalated from customer-facing teams and conduct comprehensive analysis using various tools and resources. Utilize your expertise to read logs and databases in the AWS environment to identify root causes and propose solutions.
• Collaboration and Communication: Act as a liaison between customer-facing teams and the Product and Development Teams, facilitating effective communication and collaboration to resolve technical issues swiftly and effectively.
• Documentation and Knowledge Sharing: Accurately document all reported issues and resolutions in the ticketing system, and actively contribute to the knowledge base to help build a robust repository of solutions for future reference.
• Continuous Improvement: Proactively work with the Product and Development Teams to improve the product based on customer feedback and the trends observed in the support cases handled.

Who you are

We’re looking for a problem-solver who thrives in technical environments and has a passion for delivering outstanding support. You’re a proactive communicator with a knack for troubleshooting and a drive to make products better for users.

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related field
• 2-4 years of experience in a technical support or similar role
• Proficiency in reading and interpreting logs and databases, preferably within an AWS environment
• Strong problem-solving and analytical skills, with a proven ability to handle complex technical challenges efficiently
• Excellent communication skills, capable of translating technical issues into actionable insights for non-technical stakeholders
• Familiarity with SQL, NoSQL, or scripting languages (Python, Bash, etc.) is a plus
• Experience with monitoring tools like DataDog and ticketing systems such as Jira
• Prior experience in financial services, telecommunications, or mobile app industries is advantageous