Responsibilities:
• Handle technical escalations from our Tier 1 and Tier 2 Support agents via ticket systems.
• Handle live site incidents for Support, from report to resolution.
• Troubleshoot technical issues with external customers.
• Send alerts to internal and external users through Braze upon confirmed outage.
• Track unresolved issues against our service level agreement targets.

Required Skills:

• At least 2 years of experience in technical support.
• Good understanding of mobile devices and applications, including both i OS and Android.
• Metabase or SQL experience is a must.
• Familiarity with helpdesk software (ie Zendesk) is an advantage.
• Clear and concise writing and speaking skills.