Take ownership of incoming technical issues
Pinpoint root causes and provide working resolutions or clear escalations
Identify whether an issue stems from the product, infrastructure, or third-party integrations
Provide workarounds, submit bug reports, or escalate issues directly to development
Capture insights and publish solutions following KCS (Knowledge-Centered Service) principles
Share user feedback with internal product teams to shape future tool improvements

🎯 Requirements

Fluency in English, with strong written communication skills
Ability to work aligned with American time zones
Practical experience troubleshooting web servers and applications (such as Tomcat and Java-based
Working knowledge of relational databases (such as PostgreSQL, MySQL, or MSSQL)
Hands-on experience with version control tools and hosting platforms (such as Git or Perforce
Familiarity with build automation tools (such as Gradle, Maven, or .NET build systems)

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