Client Support

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 Platform team to manage incidents.

  • Management of support tooling eg. Halp, JIRA service desk

  • Documentation for the amazee.io hosting platform

Non-Responsibilities

  • No 24/7 on-call

  • No 2nd / 3rd level support

  • Solve platform issues Pagerduty for platform issues

  • Escalation to VSHN / AWS / GCP / Azure / Fastly

  • Updates to statuspage

  • Documentation for Lagoon

  • Post incident reports

Workstream

Roles

  • Global Support Lead

  • Systems Support Engineer

Current Staffing

Hiring

1x Systems Support Engineer