Wrocław, Wrocław, Lower Silesian Voivodeship, Polska
Experis Manpower Group
17. 11. 2024
Informacje o stanowisku
Your responsibilities:
Analyzing the incident, researching solutions and providing solid answers easily understood by customers
Troubleshooting complex problems and providing the best available solution or workaround within the agreed service levels
Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service
Documenting solutions to known issues and consulting questions
Developing technical solutions to be posted to both internal and external knowledge base
Liaising with Engineering, Product Management & Operations organisations to resolve bugs and missing product functionality for future releases
Documenting issues in a CRM system and defects in an engineering tracking system
Troubleshooting technical issues, identifying root causes, and implementing practical solutions, often using debugging tools and scripts
Key deliverables:
Providing support to clients and end users, answering their questions regarding product utilization and System settings
Providing support to clients and end users by troubleshooting the reported issues and finding a root cause
Producing internal issue reports with details, reproduction steps and findings to assist development teams in solving the issue
If unable to solve an issue, escalating it to the appropriate team while ensuring seamless communication and a swift resolution while maintaining contractual obligations and restrictions such as access to confidential or personal data
Keeping detailed records of issues, solutions provided, and customer interactions, working together with User Assistance Developers when updating user manuals and FAQ’s is necessary
Providing insights to product management teams about potential product improvements, based on customer interactions and feedback
Working in coordination with other teams to provide comprehensive client solutions
Providing valuable insights for internal troubleshooting guides and procedures
Updating internal knowledge base about the latest technology trends, product updates, and system modifications to better serve the customers
Your profile:
Solid experience with Kubernetes and good understanding of container technologies
Understanding of modern cloud architectures and experience with Cloud Platforms such as AWS (Azure, GCP are a plus)
Scripting skills
Knowledge of CI/CD and enthusiasm for automation (Concourse, Github Actions and ArgoCD are a plus)
Working efficiently in emergency situations
Affinity to quickly analyze and solve problems in a global team setup
Excellent team player, passionate about his/her work, self-motivated and driven
Excellent communication skills - precise, based on facts
Experience with modern monitoring, logging, and alerting tools (Grafana, Prometheus, Kibana, Loki, Splunk On-Call, Dynatrace)
Security best practices for application development and operations in a public Cloud Environment
