Technical Support Engineer
Crossover
مجموع سنوات الخبرة :7 years, 11 أشهر
Support for the below tech products:
Kayako & Kayako Classic - Helpdesk software.
ResponseTek - CEM software.
CallStream - Voice & Connectivity solution.
Aurea Process - BPM software.
Tasks & Responsibilities:
- Take ownership of support incidents and use all available resources and knowledge to resolve them.
- Solving complex customer problems that the AI bot & L1 team was unable to help them with.
- Asking insightful questions that get to the root cause of the customer’s problem.
- Generating solutions using my product knowledge and knowledge bases.
- Spending 25% of my time learning about new products, features, & solutions.
- Consistently improve the quality of my work by internalizing the feedback and coaching I receive.
- Collaborate with SaasOps, Engineering & Accounts teams to work on issues & new features.
- Monitoring the On-Premise & Cloud Infrastructure for product availability & reliability.
What have I learnt/gained?
- Ability to communicate confidently with tech-savvy customers.
- Experience troubleshooting and solving complex technical problems.
- Customer advocacy, empathy, and keen attention to detail.
Tools & Technologies used:
- Salesforce, Zuora
- Zendesk, Jira
- Jenkins, Grafana
- KQL, JavaScript, PHP
- Confluence, Linux, Nginx.
DevOps, Cloud, Support & other Technical operations for a Software Startup product -> Riteway (Team Collaboration & Sales Enablement Software).
Tasks & Responsibilities:
- Build Management, Continuous Integration, Delivery & Deployment using tools such as Git, Jenkins, Ansible, Terraform, Docker.
- Configuring and maintaining Amazon Web Services which include services like Amazon EC2, ELB, EBS, Auto-Scaling, S3, IAM, VPC, RDS, ECS, ECR, EKS, Cloud Watch, SNS, Cloud Formation, etc.
- Assisting with day-to-day maintenance of servers, including software installations, and upgrades.
- Composing Shell scripts & Python programming to automate tasks & workflows.
- Dive deep and identify failure patterns to resolve problems and their root causes.
- Ensure security standards and DevOps best practices are followed in organization.
- Ensure monitoring is robust and effective leading to zero downtime.
- Technical product demos, training new team members, creating & maintaining Knowledgebases.
- Technical Support for customers & also the customer support team.
- Learning new technologies to evaluate their potential to simplify infrastructure, improve availability and reduce costs.
Tools & Technologies used:
- Linux & AWS
- Terraform, Ansible, Jenkins, CloudFormation
- Git, Grafana, NPM, Maven, Jira
- Docker, Kubernetes
- Bash, Python
- Nginx, SQL
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