Act as the primary technical escalation point for our 1st level support team, Build and maintain strong relationships with internal stakeholders and external partners, Provide in-depth technical support for all reev products, Troubleshoot complex technical issues by analysing logs, performing system diagnostics, and replicating errors in test environments, Collaborate closely with our Dev Teams on critical incidents, Monitor system health, proactively identify potential risks and resolve issues, Ensure adherence to Service Level Agreements (SLAs), Partner with our Product Team to deliver valuable insights from customer interactions and support trends, Act as a bridge between customers and technical teams during high-priority incidents, Provide regular performance reports and feedback, Conduct training sessions and workshops for internal teams, Contribute to the refinement of support workflows, tools, and documentation
