ServiceRocket

Application Engineer

• You will diagnose, configure, troubleshoot, and solve problems associated with Apps in the Atlassian landscape.
• Researching, diagnosing, troubleshooting, and identifying solutions to complex application L1-L2 support issues while providing a great customer experience
• You will have to apply your teamwork and collaboration skills while working with the Development, Sustaining, and QA teams
• Install, configure, and maintain Apps that cater to high availability and scalability requirements
• You will interact with global customers and creatively troubleshoot their business-critical problems by applying your technical and soft skills
• Participate in the related activities and associated processes in a 24X5 global support setup as needed
• Document and share knowledge base with others
• Be accountable, take ownership, and have a strong customer focus.

Associate Application Support Engineer

Support Engineer

• Deliver a top tier customer support experience and become an expert in Docker technologies and products
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that span multiple layers of the Docker technology stack
• Engage with the engineering team to identify bugs and resolve technical issues
• Partner cross-functionally with other teams to support & assist on collaborative projects
• Engage in enterprise level customer calls or remote screen-sharing sessions to drive resolution for complex issues
• Maintain and track detailed records for all customer interactions in our internal ticketing system
• Create best-in-class help content and proactively perform audits for our knowledge base
• Participate in on-call rotations, identify and recommend process improvements to deliver the highest level of customer satisfaction

Docker Support Engineer

• Communicate efficiently and effectively with our customers
• Own customer communications and issues from initial contact until resolution
• Become an encyclopedia of knowledge about relevant products and their capabilities and common application
• Solve technical problems for customers on a daily basis while ensuring all customers have a great experience
• Synthesize diverse feedback from our customers, offer informed opinions on potential solutions, and identify bugs/product issues for the development team
• Resolve issues raised within SLA with the aim of preventing future problems
• Learn, document, and share knowledge with others

Associate Application Support Engineer

Docker Support Engineer

Intern, Customer Support Engineer