Engineer - Enterprise Customer Support

Overview

The Engineer reporting to the Manager of Enterprise Customer Support will play a key role in maintaining continuous service availability for clients. This role focuses on providing advanced second-level support for escalated trouble tickets, ensuring prompt and effective troubleshooting, and resolving issues within agreed service level agreements (SLAs).

Key Responsibilities

• Provide 2nd level technical support for escalated trouble tickets.
• Respond promptly and effectively to escalated trouble reports from clients.
• Ensure thorough troubleshooting and resolution of ticketed incidents within SLA timelines.

Additional Details

This position requires strong commitment to service availability and customer satisfaction by handling critical escalations and maintaining communication with clients.