Own and resolve customer requests — analyse and solve incidents and service requests from internal and customer accounts, from first triage through verified resolution
Manage incidents by ITIL priority — apply the agreed priority model and work within the SLA entitlement process for each customer (Non-Standard, Standard, Premium, Platinum and Premium Plus)
Investigate across the whole stack — read application and integration logs, debug Groovy logic, query Postgres, inspect price lists and calculation results, and check server and job performance
Reproduce and verify issues — recreate reported behaviour on test partitions and isolate whether the cause sits in configuration, data, the platform or the product itself
Perform root cause analysis — establish what happened, document it clearly in the case, and make sure the customer understands both the cause and the fix
Handle monitoring events — pick up alerts from monitoring and observability platforms, assess their impact, and act or escalate accordingly
Work across integrations — analyse data flows between Integration Manager, customer e-commerce and ERP systems, and the Pricefx platform
Report product defects — identify genuine software bugs, check whether they are already tracked, and provide Engineering with well-evidenced tickets, steps, logs and environment details
Communicate directly with customers — build trust through clear written communication, calls and remote troubleshooting sessions with their technical experts
Support maintenance and upgrades — carry out routine tasks on customer partitions as part of maintenance, release and upgrade activities
Share what you learn — create and update knowledge-base articles, known-error records and practical how-to guidance so others can solve similar issues faster
How success is measured?
Beyond your own case work, your objectives are connected to the Technical Support & Operations key results. Concrete targets are agreed with your manager and followed through regular goal-setting and 1:1 conversations. Your Objectives and Key Results are
Backlog health and time to value — keep your queue accurate and moving, maintain clear status and next steps, drive older cases towards closure, and flag blockers early
SLA compliance — monitor your cases, intervene before a case is at risk, and document the root cause and corrective action for every breach you own
Product feedback loop — turn recurring customer problems into well-evidenced, consistently tagged product-gap candidates for Product and Engineering
AI-assisted productivity — use approved AI tools responsibly in your daily workflow, validate the results, and share practical use cases that improve the quality or speed of your work