Job Description
Job Roles & Responsibilities
Achieve >95% SLA compliance for ticket response and resolution
Maintain a CSAT score of 85%+ across all resolved support interactions.
Implement feedback loops from customer surveys to refine support practices quarterly.
Maintain an internal knowledge base with thorough root-cause analysis for recurring issues.
Actively participate in sprint reviews or postmortems to provide customer-impact context.
Propose and implement at least one new support automation or workflow improvement per quarter (e.g., auto-triaging, status bots, or self-service content). Measure improvement through reduced ticket volume or decreased TTR.
Maintain proficiency through contributions (PRs or documentation) to internal tooling or Backstage OSS at least once per quarter. (20% time)
Ideal candidate profile
React, TypeScript, GraphQL, and Node experience
Understanding of how developers work and collaborate within an enterprise environment as well as extensive experience with modern web development and infrastructure
Demonstrated capabilities to identify process & team improvements
Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively
Hiring Process
Flexiple Profile Shortlisting
Zeko AI Interview
Tech Interview 1
Tech Interview 2
More Info
Key Skills
About Company