Provide email and live technical support to our enterprise customers, acting as the first-line-of-defense for complex technical issues, bug diagnosis, or resolving critical outages.
Identify and reproduce product issues and submit formal bug reports or feature requests to the appropriate Engineering team.
Collaborate with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing.
Work to streamline and improve various Support and Engineering processes and tools, author new internal run-books or public documentation, and help the team continually improve efficiency and effectiveness.
Ensure customers have a positive support experience during every interaction.
Participate in our on-call rotation that may include weekends and holidays.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: DevOpsRole: Site Reliability EngineerEmployement Type: Full time