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
• 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
• Open Statuspage incidents

Workstream

Roles

• Global Support Lead
• Systems Support Engineer

Current Staffing

• Team Lead: Vincenzo De Naro Papa
• Management Sponsor: Michael Schmid (Head of Technology)
• Mihaela Gheorghe
• Deeksha Kini
• Johnny Squardo

Hiring

1x Systems Support Engineer