Maintain good internal and external customer communication and minimize escalations to R&D
Take full ownership of customers’ technical product issues, from initial troubleshooting and writing RCAs, to resolution and communication
Prioritize daily missions/tickets and manage critical escalations
Work closely with our developers, product managers, and architecture team
Provide the field with proper procedures on the company’s operation and maintenance
Create and lead support improvement processes across the company
You must be a natural problem-solver, curious about new technologies, an initiative taker, and a great communicator. You must have a “Can Do” attitude and excellent English.
Requirements:
Experience in field issues escalations and applying recovery procedures
Hands-on experience in development/L3 support
Work experience with Docker and orchestration systems (mainly Kubernetes)
Work experience with AWS/Azure/Google Cloud
Work experience in Linux environments
Troubleshooting experience at a developer level
Excellent English communication and presentation skills (verbal as well as written)
Experience writing scripts (Bash, Python)
Familiarity with Big Data technologies and implementations
Academic degree in Computer Science/Industrial Engineering
