Senior Technical Support Analyst - (US Shift)

About the role

This role encompasses the day-to-day operation as a senior level 2 technical support executive, extends to the day-to-day engagement with internal, customer, and potentially 3rd party teams. This includes working collaboratively with our core development and professional services teams, and constantly looking for service and product improvements.

What you'll do

• Providing service management support to the customer within an SLA framework
• Providing an escalation point to the customers for service problems
• Take a lead role as service champion for certain strategic customers
• Maintenance and management of toolsets and Knowledge Base content
• Creating and presentation of the agreed Customer Service reports

What you need

• 8–14 yrs of experience
• Networking
• ServiceNow
• Linux
• AWS
• CRM
• JIRA
• Any graduate

Good to have

• ITIL
• Capital markets
• Azure
• Bash
• SOP writing