Job Overview
- Delve deep into product functionalities to address intricate product queries.
- Cultivate a broad understanding of the product codebase.
- Perform Level 3 analysis, troubleshooting, and resolution of customer service requests (CSRs).
- Scrutinize product logs, draw parallels with code, and pinpoint problems at the L2 level.
- Adhere to stipulated protocols for escalating issues to the engineering team.
- Craft patches or hot-fixes in tandem with the backend engineering function, when required.
- Be actively involved in assessing and implementing product upgrade and installation protocols.
- Channelize valuable customer feedback to the backend engineering function for product enhancements.
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