We build. We create impact.
As a Cloud Support Expert, you will be responsible for providing technical support and guidance to our customers. This role involves troubleshooting issues, providing timely resolutions, and ensuring customer satisfaction. The ideal candidate will have a deep understanding of SaaS products, excellent problem-solving skills, and the ability to communicate complex technical concepts to non-technical users.
Our teams build and maintain our SaaS application, which manages more than 100 million IoT devices, in more than 25.000 stores in 24/7. We are processing more than 200 million of data change every day. Our target for 2027 is to manage 1 billion IoT devices. Reporting directly to the Head of Cloud Operations, you鈥檒l have the following missions:
Customer Support and Technical Troubleshooting
- Troubleshoot and resolve customer issues related to the SaaS platform.
- Provide status, feedback and reports to customers.
- Guide customers through technical problems and ensure they are fully resolved, within SLAs.
- Use debugging tools, logs, and error reports to identify and fix problems.
- Diagnose and resolve technical issues, working closely with the development team when necessary. Escalate issues to the appropriate teams and with enough details, when needed.
Monitoring and System Performance
- Actively monitor the performance and health of the SaaS platform using monitoring tools and dashboards.
- Identify and respond to system alerts, performance degradation, or potential downtime events.
- Collaborate with the Cloud Engineer and Infrastructure teams to ensure optimal system performance and uptime.
- Provide proactive communication to customers in case of any identified issues that might impact their service.
- Identify possible improvements and bottlenecks.
Customer Success
- Provide proactive support to customers to help them use the product effectively.
- Conduct training sessions and webinars for customers on product features and updates.
- Gather and relay customer feedback to the product team for continuous improvement.
Documentation and Reporting:
- Create and maintain detailed documentation of customer issues and resolutions.
- Contribute to the development and maintenance of the knowledge base.
- Report recurring issues and trends to the product and development teams.
Continuous Improvement:
- Stay updated with the latest product features, updates, and best practices.
- Participate in team meetings and contribute to process improvements.
- Help to improve support tools and systems to enhance efficiency and customer satisfaction.