Job Summary
Job Description
Core Responsibilities
- Provide exceptional technical support to customers through various channels like email, phone, and live chat, ensuring prompt and precise issue resolution.
- Collaborate closely with cross-functional teams, including Product Development and Sales, to address customer inquiries and technical challenges.
- Diagnose and troubleshoot intricate technical issues reported by customers, leveraging your expertise in the Cyber Domain.
- Utilize your hands-on experience with AWS DevOps tools to assist customers in deploying, managing, and troubleshooting our product within their environments.
- Document and manage customer interactions, issues, and resolutions in our support ticketing system.
- Enhance technical support resources, including FAQs, knowledge base articles, and troubleshooting guides, using your Cyber Domain and AWS insights.
- Actively gather customer feedback to provide valuable input for product enhancements, especially in terms of security and DevOps best practices.
- Contribute to refining Customer Support processes, aligning them with the company's objectives and customer needs.
- Uphold the company's commitment to exceptional customer service, cultivating positive and lasting customer relationships.
Employees at all levels are expected to:
- 5 years of experience in technical Customer Support, preferably within a SaaS environment.
- Strong grasp of the Cyber Domain landscape.
- Hands-on experience with AWS DevOps tools and demonstrating your ability to troubleshoot cloud-based solutions.
- Excellent analytical and problem-solving skills, combined with a proactive mindset.
- Exceptional communication skills, both written and verbal, enabling you to convey technical concepts effectively to diverse audiences.
- Comfortable working autonomously and collaboratively in a fast-paced environment.
- Impeccable organizational skills and attention to detail.
- Passionate about delivering remarkable support and driving customer success.
- Good at AWS Tools such as AWS EKS, Lambdas, CloudWatch, SNS, SQS, S3, IAM, Route53
- Proficiency with any scripting language like Python or Shell.
- Understands the Cybersecurity Domain and its different streams under it.
- Good Communication Skill in all modes.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
5-7 Years
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.