Engineer

About the role

Provide frontline customer support for the Design domain across agreed support channels, using Cyncly processes, tools and knowledge assets. Resolve common questions, how-to guidance and standard troubleshooting within L1 scope, with clear ownership of first-contact resolution wherever possible. Perform structured first-line investigation, capturing customer impact, environment details, steps attempted, screenshots, logs or examples where appropriate.

What you'll do

• Provide frontline customer support for the Design domain across agreed support channels, using Cyncly processes, tools and knowledge assets
• Resolve common questions, how-to guidance and standard troubleshooting within L1 scope, with clear ownership of first-contact resolution wherever possible
• Perform structured first-line investigation, capturing customer impact, environment details, steps attempted, screenshots, logs or examples where appropriate
• Resolve issues directly wherever they fall within L1 scope; when escalation is required, escalate to L2 with a clear problem statement, evidence, steps already taken
• Maintain strong ticket hygiene, documentation, SLA discipline and professional customer communication in English

What you need

• Customer service
• Communication