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IT Support Professional
hace 1 semana
We are seeking an experienced Technical Support Analyst to join our team. In this role, you will work closely with customer-facing teams to troubleshoot complex technical issues.
You will be responsible for developing a deep understanding of our platform and communicating effectively with stakeholders.
Main Job Duties
- Manage the resolution of technical issues from channel partners and ISVs, including high-priority cases requiring Engineering intervention.
- Resolving customer issues requiring development efforts.
- Coordinate communication between customer-facing teams and Product and Engineering orgs for technical query and issue resolution.
- Preparation of comprehensive documentation, including Knowledge Base articles and live logs for post-mortem analysis.
- Collaboration with Channel Managers and Technical Account Managers on training and oversight for channel technical support request resolution.
- Availability on-call for urgent channel issues.
- Evaluation of SLA commitments with channel partners and escalation as necessary.
- Support of channels in optimizing their support infrastructure through documentation, training materials, and training sessions.
- Gaining in-depth knowledge of the AppDirect platform and clear articulation of support decisions and findings.
- Participation in internal team collaborations to stay updated on product features, changes, and issues.
