[Role purpose]
The primary role of this job is to provide the technical support of products to our worldwide engineers and customers.
[Key Responsibility]
-Provide technical support to a large scale of products.
-Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
-Log, investigate and track technical issues from clients.
-Closely monitor application events via web-based monitoring system.
-Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
-Adhere to incident management KPI's.
-Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
- Work closely with other teams to ensure effectivity of resolving incident calls and effective communication with other teams.
-Deploy products' features and fixes to live environments whilst understanding the potential impacts on various systems.
-Document technical articles and problem-resolution steps in company knowledge base system.
-Identify and develop ideas to enhance tools, processes, training, techniques, etc.
-Work diligently and responsibly in all live environments.
-Provide excellent services to both internal and external parties in a timely manner.
-During a period of off time, each employee, especially for the pre-scheduled employee is still recommended and encouraged to:
1. Be available for contact at all times by phone and/or by other electronic methods; and
2. Upon taking the assignment for Overtime prepare self to be ready within 30 minutes to use a computer and internet connection to start working Overtime.