Respond to internal support tickets, provide troubleshooting advice and apply standard resolution tactics, conducting deep investigations where required
You will be responsible for determining business impact and triaging unresolvable tickets to an appropriate engineering team, while maintaining stakeholder expectations on resolution times.
Report on key support metrics including Mean Time To Resolve and Frequency of Occurrence
Develop standard documentation and support runbooks. Improve ticket management processes
Requirements
3+ years of experience in relevant support roles with proven technical problem-solving skills
Able to work as an individual and as part of a team
Experience working with Engineering teams
Excellent verbal and written communicator
Able to document work items including problem descriptions and requirements
Able to explain highly technical information to a non-technical audience