Personalized Support Engineer (Technical Support with Ticketing Tool Exp)

About the job :

The Personalized Support Engineer (PSE) is a member of the Global Personalized support

team supporting our top tier customers. They are responsible for handling Phone Numbers

product while also working and collaborating with the Technical Account Managers (TAMs.) The

Global PSE team advocates for our TAMs’ customers as if they are their own while providing

24x7x365 coverage, managing specializations and guarding the queue.

This position requires working in a shift, APAC 0630-1530 IST ,EMEA - 1300-2200 IST, NAMER

2230-0730 IST. We work 5 days a week, and could include one or both weekend days.

(Tue-Sat, Sun-Thur, Mon-Fri etc)

Responsibilities :

In this role, you will :

• BE AN OWNER : Use your strong technical and diplomatic skills to address customer

issues and provide customer feedback to client Product and Engineering teams.

architects, and support personnel to resolve problems with potentially very costly and

far-reaching consequences.

Engineering teams including filing JIRAs to report reproducible bugs.

position may require working an irregular shift, including the weekend / holidays (Shifts

are subject to change based on evolving team and customer needs).

Required :

and troubleshoot issues with cloud solutions.

a ticket system such as Zendesk.

troubleshooting efficiency while still following standard processes and procedures.

experience.

search for the solutions our customers need.

Desired :