Customer Support Engineer

Responsible & accountable for all Customer Support activities and achieve customer delight from all the customers. 
Basic Understanding of Monitoring/Observability, Proactive/Reactive Monitoring and the Support tasks in an organization. 
Clear understanding of SLA, MTTA (Mean Time To Acknowledge), MTTD (Mean Time To Detect), MTTR (Mean Time To Resolution) and follow defined escalation matrix as per Internal & Customer process. 
Stakeholder Management for both Internal and External customers and collaborate internally between various functions to resolve or identify issues and its resolutions. 
Being responsive, proactive and empathetic to customer support issues.
In-Depth understanding of the Product features and roles to support various customer requests/issues independently. 
Resolves support requests using available documentation and acquired knowledge.
Work with the VuNet product/platform team to provide bug fixes for customer support related issues. 
Provide escalation to next level support if the issue is not resolved by L1/L2. 
Track and update ticket details on the VuNet support portal and close the ticket once the issue is resolved with detailed documentation of resolution/steps taken.
Create documentation and update the knowledge base in VuNet portal periodically. 
Participate on daily and weekly status review calls with customer support managers. 
Hands-On on new product features/bug fixes or patches in the local test environment to understand the product deeper and better to serve the internal and external customer.
Provide feedback to enhance customer service procedures, policies, and standards to make them more effective and efficient.