KatRisk

Support Engineer

• Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
• Be the customer advocate through the ticket lifecycle.
• Engage with customers professionally, clearly, and courteously to provide timely updates and support.
• Request additional information from customers when necessary to fully diagnose reported problems.
• Conduct technical analysis to identify root causes and determine appropriate resolutions.
• Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
• Deliver immediate remedial actions to restore normal service operations whenever possible.
• Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
• Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
• Notify the Manager of any potential SLA breaches or risks to service quality.
• Participate in customer-facing meetings as required to review ticket status and progress updates.
• Compile and contribute data for management and customer metrics reports.
• Maintain current knowledge of KatRisk’s products, including upcoming patches, releases, and feature enhancements.
• Represent KatRisk as a proactive and valued business partner through high-quality service and collaboration.
• Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
• Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
• Participate in project deployments as needed to support successful implementation and customer adoption.

Product Support Analyst