Your responsibilities:

• Work in collaboration with the Support and Platform Teams to resolve L1 through L3 incidents
• Collect the appropriate information and use accessible documentation to satisfy the requirements of each investigation and to create relevant reports and recommendations for solution
• Manage client relations
• Resolve and escalate system defects, trends and promote best practices
• Contribute to process improvements to reduce handling time, data output, and faster solutions for customers
• Update and maintain existing documentation as needed
• Work with internal project teams to support their development efforts

Requirements:

• At least 1 year of experience in a similar role or HelpDesk, optionally a Computer Science degree.
• Experienced in remote work, likes remote-first working culture.
• Fluent in English, proficiency in written and verbal communication.
• Proactive, driven personality, striving for continuous improvement of your own performance.
• Well-organized and self-motivated, comfortable with ambiguity and advancing multiple projects simultaneously.
• Experience in client-facing roles.
• Detail-oriented, capable of identifying and conveying important information.
• Knowledge of Linux and basic System Admin skills.
• Ability to work in a particular time zone: 8 PM-4 AM Eastern time (ET), UTC + 8
• Nice to have: Previous experience with Posit tech stack.