Job Description
- Work closely with the engineering team to address technical and product-related queries from both customers and L1/L2 teams.
- Replicate issues in test environments to diagnose and resolve.
- Utilize SQL skills to extract data relevant to customer queries or issues.
- Use REST APIs to diagnose and resolve integration or data flow challenges.
- Have a good understanding of cloud concepts and provide support related to cloud-hosted applications.
- Analyse logs to diagnose and troubleshoot issues, ensuring prompt resolution for customers.
- Utilize proficiency in at least one programming or scripting language (e.g., Java, Python, Unix) to solve bugs.
- Collaborate with cross-functional teams to escalate complex issues, ensuring prompt and accurate resolution for customers.
- Leverage knowledge and experience with security tools like Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), etc., to provide guidance and support on usage of ArmorCode platform for their AppSec program.
- Participate in triage calls and conduct root cause analysis to address underlying issues.
- Document customer interactions, inquiries, and resolutions accurately and comprehensively in the customer support system.
- Continuously update product knowledge to stay informed about new features, enhancements, and updates.
- Contribute to the improvement of support processes and systems, Documentation, KB articles, identifying areas for enhancement and suggesting solutions to optimize customer support operations.
- Handle challenging situations with resilience, remaining calm and professional while working in a fast-paced and dynamic environment.
- Demonstrate a customer-centric mindset, empathizing with customers and striving to provide exceptional service at all times.
