• Deliver outstanding technical support via emails and chats • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Deliver outstanding technical support via chats, emails and tickets • Managing troubleshooting processes related to cloud-based and SaaS applications • Triage and prioritize support tickets based on severity, impact and urgency • Reproduce incidents in test or staging environments to identify root causes and support faster resolution • Gather and document all relevant information needed to investigate and resolve customer issues • Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance • Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution • Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with other teams

• Own complex escalated support issues, diagnosing and resolving application and infrastructure problems across the full stack • Investigate and resolve issues within the AWS environment including Aurora PostgreSQL, CloudWatch, and Splunk • Collaborate with engineering teams to identify root causes and implement permanent fixes for recurring issues • Support system monitoring, alerting, and incident response to maintain availability and performance • Document technical findings, resolutions, and operational runbooks for the broader support team • Assist with release validation and post-deployment verification in coordination with engineering

• Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira • Troubleshoot application access, functionality, and configuration issues for internal users • Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials • Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability • Escalate complex technical issues to Tier 3 engineering support with clear documentation • Communicate clearly with end users throughout the resolution process to ensure a smooth support experience