Job Description
RESPONSIBILITIES
- Respond, diagnose, resolve and track support queries and community support cases or forum threads
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases
- Use existing troubleshooting tools and techniques to establish a root cause for queries and provide a customer-facing root cause assessment
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis
- Reactively file issue reports to Customer engineers, build documentation and procedures, document desired behavior and/or steps to reproduce, suggest code-level resolutions for complex product bugs, and assist engineers in driving bugs to resolution
- Execute community management tasks as needed by the business
- Take cases involving customer-specific requirements on architectural design and provide solutions limited to a ...