Responsibilities:

📍Keep track of ongoing support issues coming from business teams (Client Success, Sales, Onboarding, Marketing): 📍Reproduce issues, make initial investigation and collect required data from the reporter 📍Describe issues in Jira, so it can be transferred to the development team 📍Provide support to external teams by answering questions (for example, integration partners using our API) 📍Perform technical support and monitoring of our systems: 📍Process monitoring results 📍Perform initial investigation of issues, inspect logs, report issues in Jira 📍Create and run scripts to solve known issues 📍Maintain knowledge base and FAQ. Work with product and engineering teams to improve internal and external documentation to create self-help materials

Qualifications:

📍Ability to work independently and be self-organized 📍Strong communication skills, ability to work both with technical and non-technical people 📍Ability to localize the problem and describe it properly 📍Ability to work with logs to get details about the problem (we use Grafana Loki) 📍Ability to communicate across teams to collect information effectively and get things done Understanding of SDLC 📍Basic understanding of microservices architecture and client-server communication protocols 📍Experience with Grafana will be a plus 📍Ability to use REST APIs and understand their design principles 📍Writing SQL queries to get and analyze data