Intercept

Support Engineer

• Provide support to customers in the area of Cloud applications and infrastructure.
• Handle issues such as SSL certificate renewals, license management, and access management.
• Work directly with DevOps teams, with Azure experts available to assist when needed.
• Escalate unresolved issues to the DevOps team while keeping the customer informed of progress.
• Make every effort to resolve customer issues quickly and ensure the best possible customer experience.
• Triage support tickets and prioritize workloads effectively.
• Independently monitor, analyze, and handle first-line incidents according to agreed guidelines.
• Maintain an overview of the status and progress of pending calls, given a diverse international customer base.
• Communicate regularly with various stakeholders regarding ongoing issues and progress.
• Maintain and update knowledge base articles.

Intercept

Customer Care – Technical Support Specialist

Customer Care, Technical Support Specialist