• Owning high-impact enterprise support cases from initial triage through resolution • Troubleshooting complex issues across wired, wireless, wan security and client environments at scale • Driving issues forward when progress stalls due to missing context, unclear ownership, or external dependencies • Escalating effectively to Engineering, Operations, ISPs, and vendors with clear technical framing • Documenting recurring failure modes and contributing to stronger runbooks, support standards, and Meter product improvements • Resolving issues that span sites, systems, and teams under operational pressures

• Monitor the team’s support queue and proactively take cases into work • Analyze and diagnose incoming technical and functional issues • Resolve user cases related to Creatio product functionality • Implement technical tasks such as building business processes, configuring integrations, and adjusting system behavior • Provide clear algorithms and recommendations for implementing additional business logic • Identify product issues and collaborate with development teams by submitting detailed bug reports • Keep users informed about case progress and resolution status • Handle escalations and complex customer situations • Collect and process feedback related to resolved cases • Communicate with users via phone and email in a clear and professional manner • Provide telephone consultations on Creatio products and related services • Conduct remote sessions to support issue investigation and resolution • Create, update, and maintain knowledge base articles • Contribute to troubleshooting guides and technical documentation • Provide feedback and improvement suggestions to the Academy team • Analyze recurring issues and customer feedback to identify underlying problems • Collaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processes

• Monitor the team’s support queue and proactively take cases into work • Analyze and diagnose incoming technical and functional issues • Resolve user cases related to Creatio product functionality • Implement technical tasks such as building business processes, configuring integrations, and adjusting system behavior • Provide clear algorithms and recommendations for implementing additional business logic • Identify product issues and collaborate with development teams by submitting detailed bug reports • Keep users informed about case progress and resolution status • Handle escalations and complex customer situations • Collect and process feedback related to resolved cases • Communicate with users via phone and email in a clear and professional manner • Provide telephone consultations on Creatio products and related services • Conduct remote sessions to support issue investigation and resolution • Create, update, and maintain knowledge base articles • Contribute to troubleshooting guides and technical documentation • Provide feedback and improvement suggestions to the Academy team • Analyze recurring issues and customer feedback to identify underlying problems • Collaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processes

• Handling customer support calls and requests. • Managing and documenting tickets in the system. • Coordinating and escalating with vendors and other support tiers. • Consulting and updating documented information.