Client Support#
The purpose of the Client Support team is to be the first line of interaction with clients on a day to day basis. We assist clients with their queries, and provide the level of support required to fulfill our mission to be a leading service provider. We are one of the client’s most frequent points of contact, and therefore we have a huge part to play in the continued positive image and service reputation of amazee.io in the market.
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
- Management of support tooling eg. Halp, JIRA service desk
- Documentation for the amazee.io hosting platform
Non-Responsibilities#
- No 24/7 on-call
- No 2nd / 3rd level support
- Solve platform issues Pagerduty for platform issues
- Escalation to VSHN / AWS / GCP / Azure / Fastly
- Updates to statuspage
- Documentation for Lagoon
- Post incident reports
- Open Statuspage incidents
Workstream#
Roles#
- Global Support Lead
- Systems Support Engineer
Current Staffing#
- Team Lead: Vincenzo De Naro Papa
- Management Sponsor: Michael Schmid (Head of Technology)
- Mihaela Gheorghe
- Deeksha Kini
- Johnny Squardo