What you'll Do:

Provide expert level 2 technical support for various LMWN products to customers and internal partners.

Analyze issues from Customer Service (level 1), identify the root cause, lead the investigation and own the problem resolution.

Escalate issues related to software defects to the software development team, working closely with product managers and engineers to ensure smooth problem investigation.

Follow all policies and procedures for managing and raising customer issues to reduce resolution times by following the best practices and SLAs.

Work with all stakeholders to enhance customer's support experiences.

Call out major, elusive, and recurrent issues that are impacting clients.

Contribute product/technical troubleshooting knowledge-based articles for internal teams.

Able to work shifts and on weekends including holidays (a rotation basis).

What you'll Need:

Proven experience in Application Support, DevOps, or SRE team.

Logical problem solver who is self-motivated and a strong contributor within a team.

Proactive, initiative, and willing to learn new things.

Ability to work in a fast-paced environment and still be able to maintain quality of work.

Solid understanding of operating systems, networks, and SQL (knowledge of any programming language is a plus).

Familiar with troubleshooting and monitoring tools (Kibana, Grafana) are a plus.

Experience in a customer service environment and having outstanding Customer Service skills thorough knowledge of incident/problem/change processes.

Experience with Food Delivery Business or POS would be an advantage.

Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.

Ability to partner with business and technology stakeholders to successfully deliver projects or resolutions to customer concerns.