Key Responsibilities

• Technical Support & Escalation: Take end-to-end ownership of technical cases and tickets, including investigation, issue reproduction, impact assessment, and coordination of fixes or workarounds with internal teams.
• Incident & Problem Management: Support incident triage for service disruptions and customer-impacting issues by tracking timelines, providing stakeholder updates, coordinating mitigation, and contributing to preventive actions.
• Operational Health & Trend Analysis: Analyze recurring issues and ticket trends, and recommend preventive measures, documentation updates, and process improvements to reduce repeat incidents.
• Technical Ownership: Serve as a technical SME for Technical Support workflows and configurations, providing guidance on troubleshooting, setup standards, and best practices.
• Configuration & Data Validation: Validate configurations, setup changes, and data integrity while troubleshooting configuration-related issues to ensure accurate customer outcomes.
• Ticket & SLA Management: Maintain effective ticket management and prioritization, ensuring timely escalations and adherence to response and resolution SLAs.
• Knowledge Management: Develop and maintain troubleshooting guides, configuration runbooks, known-issue documentation, and escalation playbooks to improve support consistency and onboarding.
• Training & Enablement: Provide occasional training and hands-on guidance to junior Global Support team members, sharing best practices and process updates.
• Cross-Functional Collaboration: Collaborate with Customer Support, SRE, and Engineering teams to resolve technical issues efficiently, providing relevant logs, technical context, and customer impact details.
• Continuous Improvement & Automation: Identify opportunities to automate repetitive support tasks and contribute scripts, requirements, and workflow improvements to enhance efficiency and quality.
• On-Call / Shift Support: Participate in on-call or flexible support coverage as required to handle critical issues outside standard working hours.
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