Copy of Production Support Engineer

What you will own : First response and first-line resolution Own the support queue end to end: acknowledge new requests promptly, classify them by severity, and drive every item to resolution or to a complete handoff. Answer usage and configuration questions directly, from the documentation and your own understanding of the product. A large share of inbound volume is not a defect: there are questions, workflow misunderstandings, enhancement ideas, and reports that turn out to be working as desi…