Support Engineer

• Enter TT’s new hire training program and become knowledgeable in;
• TT’s platform functionality
• Fundamentals of our infrastructure and architecture
• TT’s Support processes and tools
• Maintaining the global ticketing queue
• Managing tier 1 customers
• Providing a deeper level of Support with continued mentoring
• A deep routed knowledge of our all products
• The ability to manage most issues that may be passed to you
• A clear understanding of your chosen direction of your career at TT.
• Be the first point of contact and be responsible for providing BAU support by becoming a knowledgeable resource across TT’s platform and technical architecture to an expert level
• Provide 1st class customer support via TT’s in-app feedback and via the phone.
• Collaborate closely with Engineering and Site Reliability teams to resolve all reported issues quickly and efficiently.
• Efficiently manage multiple incidents within the ticketing system providing timely, regular and informative updates regarding status and issue resolution.
• Become an expert at analyzing both front-end and back-end logs
• Replicate software issues to diagnose and resolve incidents quickly
• Perform impact analysis and ensure investigations are treated with the appropriate priority
• Continual learning of new product features and functionality and the TT architecture.
• Maintain and extend our knowledge base
• Undertake and own any required projects

Support Engineer

Tier 2 Technical Support Specialist

Root Cause Support Analyst

Support Engineer

Customer Support Technician III