India onlyThe Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues reported or escalated by users or the Level 1 support team, monitoring applications for potential problems, and proactively resolving them.
Requirements
- Diagnose, troubleshoot, and resolve complex issues across systems and applications.
- Manage high-severity incidents, minimizing downtime and coordinating with key stakeholders.
- Perform proactive monitoring and address alerts before escalation.
- Collaborate effectively with other teams, such as development, operations, and L3 support to resolve complex issues or deploy fixes.
- Engage with customers for in-depth technical discussions, particularly in resolving complex issues.
- Participate in post-mortem reviews to help improve future incident response.
- Maintain and update runbooks and troubleshooting documentation.
- Explain technical issues and resolutions clearly to non-technical stakeholders.
- Handle multiple tickets and incidents concurrently, especially during critical situations.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
Romania only
United States only
South Africa only
