What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Respond to Support Requests:

  • Triage and respond to incoming tickets, troubleshoot common issues, and implement standard configuration changes based on documented procedures.

  • Manage incident response and resolution during business hours.

• Incident Management:

  • Act as the initial point of contact during incidents, provide clear stakeholder communication, and support resolution efforts.

  • Participate in scheduled on-call rotations, including occasional weekends and holidays.

• Documentation:

  • Create and update internal runbooks and external product documentation to ensure accuracy and encourage user self-service.

• Vendor Collaboration:

  • Work with third-party vendors to coordinate support and professional services, ensuring consistent and high-quality service delivery.

• Change Management:

  • Adhere to established change management processes, including change request reviews, testing, and release coordination, in line with ITIL best practices.

• Escalation:

  • Identify and escalate complex issues to Tier 2 support when necessary, ensuring timely resolution.

Who are we looking for?

• Minimum of 2 years’ experience in technical support (L2 or L3) assisting end users to resolve technical issues, configure products, respond to incidents, and provide guidance following established policies and processes.

• Strong B2B communication skills.

• Exceptional interpersonal and team collaboration skills, including active listening and excellent written and verbal communication.

• Bachelor’s degree or equivalent education and/or experience.

• Experience with basic web technologies such as HTML, JavaScript, CSS, Git, and REST APIs.

• Experience with CRM tools similar to ServiceNow, Slack, Microsoft tools.

• Prior experience with CIAM platforms is a plus but not required.

• Flexibility to work shifting schedules.

• Willingness to participate in on-call rotations during weekends.