Descripción de la oferta
Experteer Overview Asegúrese de leer la descripción completa a continuación y, si confía en que cumple todos los requisitos, envíe su solicitud de inmediato. In this role you will lead rapid resolution of complex customer issues as a senior, hands-on expert. You will own high-severity escalations, perform deep technical troubleshooting with Datadog and API tools, and drive root-cause fixes across Engineering, Product, and external vendors. Your work directly elevates the global customer experience and MTTR metrics. This is a high-visibility, impact-focused position with cross-functional impact.Compensaciones / Beneficios• Lead and resolve high-severity escalations with clear, authoritative guidance• Perform hands-on troubleshooting using Datadog, logs, traces, dashboards, and API tools• Drive vendor escalations and SLA governance with Microsoft, Adobe, AWS, Cisco, and others• Collaborate with Engineering to deliver root-cause fixes and validate resolutions• Partner with Product to identify platform gaps and pain points• Analyze MTTR, SLA trends, and operational bottlenecks; publish weekly metrics• Develop SOPs, escalation workflows, and troubleshooting guides• Identify automation opportunities and improve Zendesk workflows and self-service deflectionResponsabilidades• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles• Expertise with Datadog (logs, traces, monitors, dashboards) is a plus• Strong REST API troubleshooting xcskxlj using Postman, cURL, authentication, and JSON• Experience diagnosing distributed systems and SaaS platform behavior• Proven ability to interface with strategic enterprise customers and communicate complex issues• Hands-on experience with vendor escalation processes and SLA governance• Strong knowledge of MTTR, incident management, and support KPIs• Familiarity with Zendesk or similar ticketing platformsRequisitos principales•
