Key Responsibilities:
Technical Issue Resolution
Diagnose, troubleshoot, and resolve complex technical issues related to software, hardware, and network configurations.
Perform root cause analysis and provide permanent solutions to recurring problems.
Customer Interaction & Support
Respond to customer inquiries via email, phone, and ticketing systems in a timely and professional manner.
Guide customers through technical processes, configurations, and best practices.
System Monitoring & Maintenance
Monitor system performance and proactively identify potential issues.
Assist in deploying patches, updates, and configuration changes as needed.
Documentation & Knowledge Management
Create and maintain technical documentation, FAQs, and troubleshooting guides.
Contribute to internal knowledge base for continuous improvement.
Collaboration with Engineering Teams
Escalate unresolved issues to development or infrastructure teams with detailed analysis.
Provide feedback to product teams for feature enhancements and bug fixes.
Technical Training & Enablement
Conduct training sessions for customers and internal teams on product usage and troubleshooting techniques.
Compliance & Security
Ensure all support activities adhere to security and compliance standards.
Assist customers in implementing secure configurations and practices.