• Review issues and contacts customers to understand issues. Ensures customers stay informed as to the
status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help
resolve customer issues.
• Resolve or escalate multiple and varied customer issues. Documents technical work and research.
• Analyze problems and develops solutions for customer needs using log analysis and other proprietary tools.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as
needed to resolve moderately complex customer issues.
• Attend readiness training and non-technical training to ensure that they become proficient in support topics.
Product/Process Improvement
• Provide feedback to improve products to more senior engineers or technical advisors.
• Identifie potential defects and escalates to more senior engineers to resolve.
• Use automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve
automated tools.
• Follow processes provided by the business.
• Attend case triage meetings or case discussions to collaborate and share ideas to resolve problems

Must Have:
• Open to Freshers - only requires fluency in English (-IELTS Speaking 6.5+).
• Priority given to candidates with customer service experience or a strong customer-oriented mindset.
• Willingness to work in shifts and work night shifts
• 5 days work week, 2 unfixed days off (9 hours a day, consisting of 8 hours of work and 1 hour for breaks)
Nice To Have:
• Having a background or working experience in IT/Technical/Engineering/Networking & IT/Cybersecurity
& Cloud Security/Automation is an advantage