Deliver expert technical support; second-line for customer queries; drive resolution.
Troubleshoot issues using logs/traces; use kubectl, awscli; script as needed.
Collaborate across regions/time zones; share knowledge; build credibility.
Document runbooks, KEDB, FAQs; maintain documentation hygiene.
Be an advocate for customers; voice of customer in internal discussions; maximize platform value.

🎯 Requirements

2-4 years in technical support/IT/ cloud ops.
Clear written and verbal communication; explain tech clearly.
Proactive, customer-first mindset; surface risks early.
Adaptable and eager to learn; ask for help when blocked.
Bachelor's degree in CS/IT or related field (or equivalent).
Proficiency with CLI tools (kubectl, awscli) and scripting (Python/JavaScript).
Knowledge of GraphQL and REST APIs; API troubleshooting.
Familiarity with alerting/logging (Prometheus, Grafana, FireHydrant).

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