Ticket Ownership: Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat.
Customer Communication: Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed.
Troubleshooting: Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.
Escalations: Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context.
Documentation: Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.
Quality & Hygiene: Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes.
Tooling & Automation: Suggest and implement improvements (views, rules, alerts, workflows).
Post-Incident Follow-up: Draft RCAs for customer-facing incidents in partnership with engineering/ops.
Feedback Loop: Aggregate recurring issues into product/bug reports with impact and repro steps.
2–4 years in a service desk / technical support role (SaaS, IT, or developer-facing product).
Strong troubleshooting skills and structured thinking; comfortable with logs, APIs, and basic networking.
Excellent written & verbal communication; empathetic with a service mindset.
Experience with a modern ticketing system (e.g., Zendesk, Jira Service Management, Freshdesk).
Familiarity with incident management (ITIL-lite is fine) and SLA tracking.
Comfortable working U.S. business hours with light on-call rotation.
Basic scripting (e.g., Bash, Python) for log parsing or simple automations.
Experience supporting computer vision/ML , edge devices, or REST APIs.
Exposure to observability tools (Datadog, Grafana), and log tools (ELK).
Certifications: ITIL Foundation, HDI, CompTIA A+/Network+.