About the Role
Key Responsibilities of a Product Support – Lead Engineer
- Involve in troubleshooting activities by analysing logs, running SQL queries, and recreating the problem in internal/lower environments.
- Join collaborative troubleshooting sessions with customers where needed and drive toward a quicker issue resolution.
- Be willing to work outside of business hours to resolve critical issues and be available for an on‑call rota.
- Triage incoming tickets using the provided ticket management tool and ensure timely response to the issues raised by customers.
- Provide efficient and quality communication to customers explaining the actions being taken and the resolutions being implemented.
- Show ownership of the ticket and take it to resolution.
- Work with Engineering, Professional Services, DevOps and other departments within C&R through established processes to resolve client‑reported issues in a timely manner.
- Participate in ...
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