Strong experience in frontline Technical Support in highly complex B2B SaaS environmentsExcellent verbal and written English communication (formally evaluated)—able to accurately interpret complex inquiries and distill information into digestible customer-facing responses. For LAC roles, excellent verbal/written Portuguese communicationStrong ability to prioritize and utilize critical thinkingHands-on experience troubleshooting/investigating AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reportingApproaches complex tickets with curiosity, investigating across multiple features/functions of the platform using available tools to “connect the dots” independentlyEffectively sets expectations in tickets, managing pushback when neededSkillfully navigates and manages critical incidents with exceptional care, acting as a liaison between our customers and engineeringEffectively manages collaboration with cross-functional teams when needed (example: TAM, CSM, Eng)Experience with the majority or all of the following (or comparable alternatives): Signalfx/Datadog, Athena, Cloudwatch, S3, RDS, DynamoDB, SQL, Jenkins/Gitlab, Postman, Cyberduck/Filezilla, Jira, Salesforce Service Cloud or Zendesk, Teams/Slack
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