Job Description & Requirements

Role Summary

The Customer Service & Operations Engineer (Junior) provides first-line operational support and customer communication for production environments. The role focuses on responding to customer requests according to defined SLAs, managing internal ticket workflows, coordinating with technical teams, and providing timely status updates to customers.

Key Responsibilities

. Respond to customer requests and incidents according to SLA requirements.

. Maintain clear communication with customers regarding issue status and resolution progress.

. Create and manage internal tickets based on customer requests or monitoring alerts.

. Track ticket lifecycle and coordinate with internal teams to ensure timely resolution.

. Escalate incidents or issues to appropriate engineering teams when necessary.

. Collect operational data and assist in preparing service reports.