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• Leverage platform capability and product features to design and develop solutions for our edge services customers.
• Build metrics, tools, automations, visualizations and monitors to facilitate the operation and optimization of the edge services.
• Troubleshoot and resolve major incidents and known issues. Provide technical consultancy to feature requests, or enhancements related to the development tools for our internal business teams.
• Drive global support metrics by monitoring and improving support metrics, including SLA (Service Level Agreement) and CSAT (Customer Satisfaction). Collaborate with other internal teams like NOC (Network Operations Center) and SREs (Site Reliability Engineers) to align support metrics with global objectives. ...