Provide product and customer support for global clients across multiple platforms and services.
Manage customer incidents via calls and case management systems, ensuring end-to-end communication in line with agreed SLAs.
Triage and escalate incidents in a timely manner following standard operating procedures.
Support and resolve product-related issues by collaborating with product, engineering, and infrastructure teams.
Perform batch monitoring and ensure timely identification and resolution of job failures or delays.
Manage and send change communications and outage notifications to clients, ensuring timely and clear updates.
Act as a liaison between engineering, product development and customer success teams to drive effective incident resolution.
Continuously identify opportunities to improve customer experience with a strong client focus and professional communication.

Bachelor’s degree in Computer Science, Information Technology, or an equivalent qualification.
Strong customer-facing skills with the ability to handle client interactions via phone and email professionally.
Minimum of 3+ years of experience in supporting enterprise-level applications and infrastructure.
Strong understanding of managing, supporting, and troubleshooting multi-tier cloud applications/Products/Platform.
Good knowledge of cloud platforms, with preference for AWS concepts and certifications.
Ability to troubleshoot issues, system disturbances, and failures, and collaborate with internal and external stakeholders to restore services.
Ability to prioritize and manage multiple incidents effectively in a fast-paced environment.
Experience or knowledge in incident, problem, and change management processes.
Understanding of ITIL framework and best practices.
Demonstrated ability to work with a diverse global customer base.
Flexible to work in fixed weekend shifts.
Excellent written and verbal communication skills.

An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

Customer Support Engineer I – Dedicated Weekend Shift

Key skills