ROLE DECRIPTION SUMMARY
SES is providing an increasing set of customer-facing applications being hosted in one of our datacenters or in public cloud infrastructure.
Your main task is to provide appropriate technical support to our customers by understanding their issues and either providing a solution directly or escalating to the appropriate instance internally or externally.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
Provide B2B customer support for professional video applications on a 24 / 7 basis.
Research, resolve, respond to, and document end user inquiries; and escalate or reassign issues and problems as needed to appropriate resource for resolution.
Implement new customer services and optimize operational services.
Engage directly with the customers in identification of the issues and in reaching the solution as required
Monitor application performance
Identify and proactively communicate with software providers and IT infrastructure providers ensuring the needs of the customer are met
Participate in and manage application oriented projects. Oversee project phases and ensure timely completion of projects
Adaptability and willingness to learn
Strong analytical troubleshooting and problem-solving
Strong client-facing and communication skills
Strong customer focus, including experience working with customers directly, and prioritizing customer needs (incl. solving outages)
Responsible, self-motivated, professional, energetic
Strong written and verbal communication skills
Ability to perform well as a self-starter
Ability to prioritize workload, and adapt to new processes and procedures quickly
Excellent work ethic and ability to perform independently and within a team-based environment
QUALIFICATIONS & EXPERIENCE
A.S. / B.S. in Software Engineering or a related degree
Experience providing customer support in a technical capacity and handling as well as documenting requests with tools like Jira and Confluence
Familiarity with Amazon AWS Services, MS Azure, MS Windows Server and Client Operating Systems, various Linux-Distributions and Firewall-Solutions (Juniper / Palo-Alto Networks)
Software-Development Skills in Go-Lang, C# or PHP / Java are a plus
Experience with troubleshooting network connectivity issues