You will work closely with Support Analysts, escalating complex issues when needed, and play a key role in maintaining high service standards across our global client base.
You will
- Serve as the first point of contact for customer inquiries related to our Azure Cloud platform and integrated systems.
- Provide timely and effective technical assistance via ticketing systems, email, and chat.
- Troubleshoot and resolve issues related to system performance, connectivity, and integrations.
- Escalate unresolved or complex issues to Support Analysts or Engineering with clear documentation.
- Monitor and maintain cloud infrastructure, application software, and system tools.
- Use tools like Azure Monitor, Log Analytics, and Application Insights to detect and address anomalies.
- Identify performance bottlenecks and collaborate with developers to implement solutions.
- Assist in the deployment, configuration, and testing of new features or integrations.
- Work with project managers and customers to ensure smooth rollouts and implementations.
- Support QA and UAT processes by validating technical functionality.
- Work closely with CSMs and software partners to understand customer needs and system capabilities.
- Contribute to internal documentation, runbooks, and support process improvements.
- Participate in continuous improvement initiatives based on customer feedback and system insights.