Responsibilities

• Own all first level support interactions with customers (24/5)
• Provides During-OfficeHours Customer Emergency phone support
• Escalation processes to Platform / TAM / Lagoon / Sales / Billing / Service Delivery
• Documentation for support processes
• Assisting platform / lagoon documentation
• Coordinates with Platform Ops Team for escalation of platform issues
• Monitor and report on common support issues
• Open Statuspage incidents that are directly impacting customers but handover to the Platform team to manage incidents.
• Management of support tooling eg. Halp, JIRA service desk
• Documentation for the amazee.io hosting platform