* Strong experience in frontline Technical Support in highly complex B2B SaaS environments
* Excellent 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 communication
* Strong ability to prioritize and utilize critical thinking
* Hands-on experience troubleshooting/investigating AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reporting
* Approaches complex tickets with curiosity, investigating across multiple features/functions of the platform using available tools to “connect the dots” independently
* Effectively sets expectations in tickets, managing pushback when needed
* Skillfully navigates and manages critical incidents with exceptional care, acting as a liaison between our customers and engineering
* Effectively 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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