Technical Support Engineer - Premium Accounts, Weekend Coverage
Tasks
- Classify severity and handle escalations
- Coordinate across Support Customer Success Engineering Product Security
- Document root cause and preventative actions
- Improve escalation playbooks runbooks and support tooling
- Lead incident communications
- Maintain customer account context
- Own high severity support cases
- Participate in incident response workflows
- Partner with Customer Success to improve post sale technical engagement
- Provide real time technical support to senior stakeholders
- Run post incident retrospectives
- Serve as primary escalation point
- Triage and resolve urgent customer issues
Perks/Benefits
Skills/Tech-stack
Cause analysis | Customer Communications | Escalation management | Incident Management | Incident Response | Integration Troubleshooting | Knowledge Management | Root Cause Analysis | Root cause | Runbook Development | Security incident | Security incident response | Severity classification | Stakeholder management | Support tooling | Technical Troubleshooting
Education
N/A
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