Identifying and prioritising issues and recommending technical solutions, often coordinating solutions with internal stakeholders
Escalate complex issues to senior team members and internal Octave’s teams including product centre as required after adequate triaging and troubleshooting with the support team
Manage expectations with the customers throughout the incident lifecycle
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Thinks in systems: you translate a client's business goals into a structured implementation plan with clear milestones and success criteria.
Is comfortable being the technical bridge, able to go deep with engineers on integration details, then turn around and explain the same tradeoffs plainly to a business stakeholder.
Wants ownership of outcomes, not just tickets, you'd rather be accountable for whether an implementation actually works than for closing a project on paper.
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Contribute to the analysis and definition of solutions aimed at automating the creation of reusable software artefacts, which are largely manual today.
Partner with the Product Owner and technical leads to shape the Swift Translator feature roadmap and support the longer‑term product vision.
Ability to analyse, structure and document complex topics into clear, concise and unambiguous requirements and supporting documentation.
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This role translates technical, product, regulatory, and stakeholder inputs into clear, accurate, compliant, and user-friendly documentation, including Instructions for Use (IFUs), guides, labelling, digital content, and lifecycle updates.
The successful candidate will support structured content development, review cycles, localisation readiness, formatting, and controlled release activities while escalating complex content architecture or interpretation issues when required.
Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.
Addresses concerns brought up by other departments such as customer experience or sales
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Manage project risks (security, resources, budget, quality) and escalating issues to management when appropriate.
Assist the customer in their technical readiness or solution onboarding (Such as SwiftAPI onboarindg and etc), solving potential issues they face during projects when those fall within one’s area of expertise and within the scope of the project, thereby ensuring the success of the customer engagement
Participate in Continuous Improvement initiatives to enhance customer experience. Update knowledge management databases and document problem management procedures for both existing and new products/services as required.
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Communicate with customers to resolve technical issues for our cloud business solutions, via phone or email.
Collaborate with our technical architects and development teams to further enhance the product for customers based on business need.
Track open issues within Salesforce and update customers on resolution progress. Manage and ensure documentation of assigned incidents, including internal and external communications.
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