Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries. Maintain response and resolution speed as defined by SLOs. Keep high customer satisfaction scores and follow quality standards in 90% of cases. Use existing knowledge base to provide a customer facing root cause assessment. Provide customer facing bug progress summary using available tools and platforms. Handle escalations raised by customers and partners. Handle consults from the lower tier to assist in case resolution. Flexibility to work across multiple rotational shifts/night shifts Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator