Technical Support Engineer

Аналитика рынка

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Бесплатно, после входа в кабинет.

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Описание

Position Summary: At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here. This role focuses on CloudBlue, a managed.com business that powers cloud commerce for many of the world’s largest service providers, including major Telcos, distributors, and MSPs. CloudBlue enables partners to monetize and manage cloud services and subscriptions at scale, combining the agility of a high-growth business with the backing of a global organization. As the Technical Support Engineer, you will take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers. You will manage tickets end-to-end, primarily through the service desk with occasional phone escalations. What you’ll do: Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes Resolve issues by following established procedures and documentation Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs Log, update, and close all tickets accurately in the tracking system Document troubleshooting steps and solutions as technical notes and knowledge base articles Adh

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