Qualification Required:

• A few in-house tools, developed in Java, are hosted in the company’s internal cloud environment and used by internal customers. When issues arise, customers raise tickets in Jira.
• The person in this role is responsible for managing those Jira tickets, identifying root causes, and determining whether the issue stems from customer usage or a system defect. For usage-related issues, they provide customers with the correct guidance. For system defects, they escalate the issue to the L2 team, coordinate on the resolution, and update the customer once the fix is applied.

Roles and Responsibilities:

• Collaborate with the India team by providing regular updates on incoming cases and their status.
• Maintain and administer virtual machines and Docker instances running in the private cloud for internal tools.
• Test new tool features upon implementation and report any issues to the L2 team.
• Prepare Tableau dashboard reports on tool usage as requested by management.

Technical Expertise:

• Knowledge of Translation Management Systems (TMS) and their administration.

Required Skills:

• Quickly learn and understand the functionality of existing tools, including API communications with external applications, to diagnose customer-reported issues and provide Level 1 support.
• Proficient in Tableau, with the ability to rapidly design and develop dashboards using multiple data sources.
• Skilled in AWS administration for managing virtual machines and servers within the AWS cloud environment.
• Proficient in Jira administration and workflow management.
• Prior experience in customer support with a strong focus on problem resolution and customer satisfaction.
• Excellent communication (oral and written) and interpersonal skills in English.