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