Product Support Engineer Ii (Arica)

Key Responsibilities of a Product Support – Lead Engineer

• Involve in troubleshooting activities by analysing logs, running SQL queries, and recreating the problem in internal/lower environments.
• Join collaborative troubleshooting sessions with customers where needed and drive toward a quicker issue resolution.
• Be willing to work outside of business hours to resolve critical issues and be available for an on‑call rota.
• Triage incoming tickets using the provided ticket management tool and ensure timely response to the issues raised by customers.
• Provide efficient and quality communication to customers explaining the actions being taken and the resolutions being implemented.
• Show ownership of the ticket and take it to resolution.
• Work with Engineering, Professional Services, DevOps and other departments within C&R through established processes to resolve client‑reported issues in a timely manner.
• Participat...