Day to DayTriage, trouble-shoot and resolve escalated customer issues from multiple inbound channels

• Works with internal and external stakeholders to facilitate the timely resolution of customer issues

• Create, update and enhance external and internal product documentation based on customer interactions

• Anticipates and communicates blockers or delays for your work before they require escalation

• Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team

• Participate in customer calls and meetings where required to assist in issue resolution

• Drive product enhancements with the Product Development team based on your product expertise and frontline knowledge of customer needs

• Proactively identify and implement improvements to the global support engineering team processes

Technical Duties

• Provides technical advice and product expertise to customers and internal stakeholders to assist in the timely resolution of customer escalated issues

• Collaborate with the Product Development team and submit merge requests to resolve bugs

• Develops production-ready bug fixes that are easily testable, understood by other engineers, and accounts for edge cases and errors

• Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.

Communication Duties

• Communicate with their team, internal stakeholders, and customers effectively, clearly, and concisely in both written and verbal forms on technical and non-technical subjects.

• Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks