• Serve as the first point of contact for customers seeking technical assistance via phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues • Determine best solution based upon the issue and details provided by customers • Walk the customer through the problem-solving process • Escalate unresolved issues to the next level of support when needed • Provide accurate information on IT products or services • Record events and problems and their resolution in ticketing system • Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved • This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.

• Support and maintain AWS-based CCaaS and contact center environments • Monitor, troubleshoot, and resolve production issues using observability tools • Design, develop, and enhance proactive monitoring capabilities • Collaborate closely with developers, architects, and platform owners • Troubleshoot production issues and perform root cause analysis • Work with vendor partners to drive operational improvements • Develop and maintain CloudWatch dashboards

• Lead and coordinate major incident war rooms from initiation through service restoration. • Assess incident severity, business impact, affected services, and prioritize recovery efforts. • Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. • Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents. • Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines. • Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams. • Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records. • Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency. • Participate in a 24x7 on-call and rotational support model for major incident management.

• Provide basic technical support to customers experiencing technical issues with their products or services. • Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions. • Address key platform issues, focusing on our top call/ticket drivers: User management requests, Failed session handling, Troubleshooting overlay issues. • Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner. • Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary. • Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required). • Interact with every customer with kindness, extreme professionalism, and a high level of empathy. • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty. • Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon). • Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system. • Coordinate and communicate internally using Slack and proprietary internal communication tools. • Collaborate cross-functionally with other departments as needed to resolve customer issues. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Perform other duties as assigned.