- Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.
- Triaging incoming tickets, performing analysis, and resolving customer issues
- Be the 1st point of contact for users and bridge the gap between them and the software development teams.
- Database querying
- Troubleshoot & debug code
- Proven experience providing 1st/ 2nd line support for software platforms / applications – ideally built using Ruby
- Excellent communication & customer service skills
- Experience working on SaaS / PaaS based systems & applications such as Heroku.
- SQL / NoSQL database experience.
- Natural curiosity and interest in ongoing learning of new tools & technologies.