Client Support Engineer#

Responsibilities#

Own all first level support interactions with customers (24/5)
Provides During-OfficeHours Customer Emergency phone support
Escalation processes to Platform / TAM / Lagoon / Sales / Billing / Service Delivery
Documentation for support processes
Assisting platform / lagoon documentation
Coordinates with Platform Ops Team for escalation of platform issues
Monitor and report on common support issues
Open Statuspage incidents that are directly impacting customers but handover to the Platform team to manage incidents.
Management of support tooling eg. Halp, JIRA service desk
Documentation for the amazee.io hosting platform