Responsibilities: Troubleshooting technical tickets and providing problem resolution Reassign or escalate advanced enquiries to appropriate team with clear guidance when more support is required Respond to customers across all support channels, and provide appropriate and effective assistance Develop and maintain a strong and communicable understanding of existing products and features, as well as any new ones when they are introduced Work closely with the other team members, taking ownership of technical tickets, communications and handovers Improve and maintain support information quality within our service platform and other relevant tools. Follow up on open tickets to ensure an effective resolution Maintain a relationship and communicate customer feedback to any relevant internal teams Be an internal product guru, staying on top of all new features and releases and be able to provide internal support as well as customer-facing support Skillset: Familiarity with programming or scripting languages (Python, Ruby, Bash) Demonstrable experience in technical support roles Understanding of AWS CRM Experience Technical troubleshooting and problem solving experience Able to provide technical communication in a way that is understandable to all Proactive, adaptable and able to work with initiative If you would like to find out some more, please apply and we will be in touch with further details