Production Stability & Support: Diagnose, troubleshoot, and resolve production issues post-cutover, collaborating with developers and architects to maintain system stability.
Be a Trusted Advisor: Provide consultants with expert guidance on standards, regulations, and best practices, while advising on optimized system designs that meet project goals.
Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents
During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Key Responsibilities as a Technical Support Engineer, you will be expected to contribute to the whole team from your gift of talents, intellect, experience, and enthusiasm, as well as have fun!