Responsibilities

Take ownership of customer issues and requests through to resolution.

Research, diagnose, and troubleshoot issues following SLAs.

Guide non-technical users through the issue resolution process.

Provide product integration support for merchants.

Collect and document information about user problems for future reference.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Provide prompt and accurate feedback to customers.

Document knowledge in the form of knowledge base tech notes and articles.

Collaborate with the team for application enhancements.

The Stack Behind What You’ll Support

Active-Active DC architecture with intelligent SDK and gateway proxies.

LSM engine-based distributed DB spanning across datacenter regions.