Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
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Take ownership of complex or escalated technical issues and drive them to resolution, staying hands-on rather than simply routing tickets to others.
Read and understand application code, logs, and system architecture well enough to trace an issue to its root cause, even without writing production code day to day.
Make simple, well-understood code changes or configuration fixes directly when it is safe and appropriate to do so, following the team's code review and testing standards.
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