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Provide technical assistance and support to customers, which includes monitoring, analysis, and administrative skills. Follow notification and escalation procedure of the product analyzing logs, responding to queries, follow standards for communications with business involving operational issues. Manage customer calls and analyze issues reported by the customer. Capable of working independently, responsible for L0 Support. Work with complete ownership and handle all issues without missing SLAs. Debug the issues and report appropriately in the ticketing system. Handover the shift and circulate a daily report to stakeholders. Open to work in shifts (24x7 rotational). Work closely with Escalation engineers L1, L2 Tiers. Acknowledging requests, Incident ticket handling, Incident Management, Problem Management.
Job Responsibility:
Provide technical assistance and support to customers, which includes monitoring, analysis, and administrative skills
follow notification and escalation procedure of the product analyzing logs, responding to queries, follow standards for communications with business involving operational issues
manage customer calls and analyze issues reported by the customer
capable of working independently, responsible for L0 Support
work with complete ownership and handle all issues without missing SLAs
debug the issues and report appropriately in the ticketing system
handover the shift and circulate a daily report to stakeholders
open to work in shifts (24x7 rotational)
work closely with Escalation engineers L1, L2 Tiers
acknowledging requests, Incident ticket handling, Incident Management, Problem Management
Requirements:
0 - 3 Years
experience in L0 Support
working in 24x7 shift system
receiving Support Calls from US/European customers
recording Symptoms, replication steps, version details
acknowledging requests, Incident ticket handling, Incident Management, and follow-ups as per SLA
maintaining Support Availability Calendar
working in close coordination with Engineers in other tiers