Essential Duties and Responsibilities: | - Support our customers with their technical inquiries regarding our software products in WAN and Cloud environments
- Handle incidents as leading service contact and primary communication handler internally
- Service orientation and professionalism coupled with strong communication skills
- Perform root cause analysis by reviewing infrastructure, system, product logs and query databases
- Process and track support incidents and related work items within project and product development
- Monitor customer systems and continuously contribute to monitoring and alerting improvements
- Advice on or apply system configuration or data alteration for resolving incidents
- Analyze system incoming and outgoing data-feeds
- Install software on in-house customer specific lab systems like check-out systems
- Ability to think analytically and in a solution-oriented manner
- Meet clients for project GoLive preparations if needed
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