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Client Support Engineer#

The purpose of the Client Support team is to be the first line of interaction with clients on a day to day basis. We assist clients with their queries, and provide the level of support required to fulfill our mission to be a leading service provider. We are one of the client’s most frequent points of contact, and therefore we have a huge part to play in the continued positive image and service reputation of amazee.io in the market.

Responsibilities#

  • Own all first level support interactions with customers (24/5)
  • Provides During-OfficeHours Customer Emergency phone support
  • Escalation processes to Platform / TAM / Lagoon / Sales / Billing / Service Delivery
  • Documentation for support processes
  • Assisting platform / Lagoon documentation
  • Coordinates with Platform Ops Team for escalation of platform issues
  • Monitor and report on common support issues
  • Management of support tooling eg. Atlassian Assistbot, JIRA service desk
  • Documentation for the amazee.io hosting platform

The Tech you’ll be using on the daily:#

  • Lagoon
  • Kubernetes
  • Docker
  • Infratstructure Providers: AWS, GCP, Azure (Read-only mode)
  • PagerDuty
  • Jira Service Management
  • Grafana and Opensearch