Responsibilities

• Act as the first point of contact for customers, addressing queries via email, chat, or phone ensuring a positive customer experience from the outset.
  

• Log, track, and manage tickets in the ticketing system, ensuring proper documentation and traceability of support activities.
  

• Analyze reported issues to identify their nature and priority, categorizing them accurately to streamline resolution processes.
  

• Evaluate the business impact of reported issues and prioritize them according to urgency, escalating critical tickets to senior engineers or appropriate teams as necessary.
  

• Develop and enhance FAQs, troubleshooting guides, and knowledge base articles to empower team members and customers with self-help resources.
  

• Use monitoring tools to proactively identify potential issues, alerts, or unusual activities in customer cloud (AWS, GCP, Azure) setups related to cost optimization, taking preventive or corrective actions where possible.
  

• Work closely with internal and external stakeholders to ensure effective communication and quick resolution of technical issues.
  

• Participate in team meetings to review performance and suggest process improvements.
  

• Ensure all reported issues are addressed within agreed timelines, escalating unresolved matters in accordance with the incident management process.
  

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
  

• 4-6 years of experience in technical support or cloud operations roles.
  

• Basic knowledge of cloud computing concepts, especially AWS services (e.g., EC2, S3, RDS).
  

• Familiarity with ITSM tools and ticketing systems.
  

• Strong problem-solving skills and attention to detail.
  

• Excellent communication and customer service skills.
  

• Ability to work in dedicated shifts i.e. evening, night, or weekend schedules.
  

• Experience with monitoring tools and incident management processes is a plus.