- First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.
- Customer advocate and represent their needs with internal product and engineering teams.
- Provide timely response/resolution to technical, product and cloud infrastructure inquiry.
- Provides resolutions within established Service Level Agreement Guidelines.
- Trouble-shoot/qualify cases before advancing it to engineering.
- Answer questions regarding product functionality and usage.
- Work high priority technical incidents and critical outages.
- Product content creation (KB articles, whitepapers, forum participation).
- Provide knowledge