Company Description:
Sutherland is seeking a leadership-oriented and self-motivated person to join us as an Team Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description:
day-to-day responsibilities….
- Lead end-to-end triage and resolution of tickets submitted by users of the Trove custom apps
- Assess severity, provide workarounds, and escalate if necessary
- Learn the workflow of the custom Trove apps and provide clarification and guidance to issue reporters
- Debug and resolve integration issues between Trove's platform and customers' existing e-commerce systems, including API connections, webhook failures, and data synchronization problems.
- Provide timely updates for stakeholders on the status of issues
- Ensure that the pertinent stakeholders are looped in to ensure that issues are resolved within the agreed SLAs
- Track statistics on Jira Service Manager tickets to identify recurring issues and trends to help Product and Partner Management teams identify enhancements that provide the greatest value
- Respond to ad-hoc questions from Trove team members about the technical functionality of Trove custom apps
- Record triage and resolution activities in the Production Support knowledge base to help resolve similar issues more efficiently.
You will be successful here if you
- Are fluent in English with strong written and verbal communication skills.
- Have practical experience navigating UNIX file systems and executing command line
- Have practical experience using PostgreSQL to locate and view data (select, join, order by)
- Have practical experience with issue ticketing systems like Jira Service Manager / Zendesk
- Have practical experience using the Chrome Developer Tools
- Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
- Approach support with a sense of collaboration and kindness
- Work well cross-functionally with a variety of teams
Qualifications:
You will be successful here if you
- Are fluent in English with strong written and verbal communication skills.
- Have practical experience navigating UNIX file systems and executing command line
- Have practical experience using PostgreSQL to locate and view data (select, join, order by)
- Have practical experience with issue ticketing systems like Jira Service Manager / Zendesk
- Have practical experience using the Chrome Developer Tools
- Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
- Approach support with a sense of collaboration and kindness
- Work well cross-functionally with a variety of teams
Additional Information:
All your information will be kept confidential according to EEO guidelines.
