Customer Support - Engineer I (L1, linux, incident management, AWS)

As a Customer Support Engineer, your role will involve providing remote technical support to both internal and external clients globally for hosted and on-premise solutions across a diverse product portfolio. You will collaborate with IT, operations teams, product development, and product management to drive innovation and enhance customer experience. Reporting to the VP of Customer Support, you will play a crucial role in ensuring customer satisfaction through efficient and effective support services. Your responsibilities will include managing product and customer support for global clients, handling customer incidents via telephone, cases/incidents, and coordinating with next level support, infrastructure teams, and product teams. You will be responsible for managing end-to-end communication with clients based on agreed SLAs, triaging and escalating incidents as per standard operating procedures, and acting as a bridge between engineering and consulting teams to resolve issues promptly. To excel in this role, you should possess a Bachelor's degree or equivalent qualification. You must have a strong understanding of managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions. Your customer-facing skills should be exemplary, enabling you to effectively communicate with clients via phone and email. Additionally, you should have a good grasp of enterprise-level application support, infrastructure support, and cloud platforms. Flexibility to work in shifts is essential for this role. You should demonstrate proficiency in troubleshooting issues, disturbances, and failures in platforms and systems, collaborating with internal and external stakeholders to restore functionality. Prior exposure to incident/problem/change management, knowledge of the ITIL framework, and familiarity with AWS concepts will be beneficial. Excellent written and verbal communication skills are a must-have for this position. In return, we offer you an inclusive work culture that aligns with our core values of Acting Like an Owner, Delighting Our Customers, and Earning the Respect of Others. You will have the opportunity to make a significant impact, grow professionally, and leverage your unique strengths through valuable learning experiences. We provide competitive compensation, benefits, and rewards programs that recognize and encourage your best efforts. You will also enjoy a people-first work environment that promotes work-life balance, employee resource groups, and social events to foster interaction and camaraderie.,