Product Support Engineer Ii (Los Andes)

Job Overview

Product Support – Lead Engineer – C&R; Software (JonasCollections and Recovery – Chile)

Key Responsibilities

• Analyze logs, run SQL queries, and reproduce issues in internal and lower environments.
• Collaborate with customers during troubleshooting sessions and drive faster issue resolution.
• Work outside of business hours to resolve critical issues and be available for the on‑call rota.
• Triage incoming tickets using the ticket management tool and ensure timely response to customer issues.
• Communicate effectively with customers, explaining actions taken and resolutions implemented.
• Own tickets and take them to resolution.
• Collaborate with Engineering, Professional Services, DevOps and other departments within C&R; to resolve client‑reported issues in a timely manner.
• Present cases/issues in collaboration meetings, obtain feedback, and escape as needed.
• Continuously eval...