Customer Support Specialist, MirrorWeb

• AWS Services: Proficiency with S3 and EC2, with opportunity for continued learning
• Linux Administration: Ability to:
• Connect to and navigate server environments
• Manage file systems and disk space
• Monitor server performance metrics
• Handle swap management
• Respond effectively to server issues
• SQL Database Skills: Competency with SELECT queries and database lookups, with scope for advancement

Desirable

• The Support Specialist serves as a critical technical resource with two primary responsibilities: monitoring our web crawling operations and delivering exceptional customer support through our service desk and phone coverage
• Crawl Monitoring: Our reputation depends on delivering high-fidelity, timely web crawls to our customers
• Active Monitoring: Continuously monitoring all active web crawls to ensure optimal performance
• Launch Management: Ensuring timely initiation of web and social media crawls according to schedule
• Quality Assurance: Maintaining and monitoring hourly checks on completed web crawls
• Issue Resolution: Intervening in problematic crawls through various methods including:
• Adjusting crawl scope and parameters
• Coordinating with Customer Success Management and external customers
• Forcing crawls to completion when necessary
• Providing customer updates via linked tickets for collaborative quality assurance
• Schedule: This responsibility is performed up to three days per week, with weekend coverage provided on a rotating schedule
• Service Desk & Customer Support: Our helpdesk serves as the primary point of contact for all MirrorWeb product-related issues, supporting both internal and external customers
• Phone Support Coverage: Availability: Monday through Friday, 8:00 AM to 5:00 PM
• Responsibilities: Handle inbound customer calls, provide real-time technical support, and escalate complex issues appropriately
• Ticket Management: The Support Specialist will follow established procedures for all tickets, including:
• End-to-End Ownership: Taking full responsibility for tickets from inception through resolution
• Initial Response: Acknowledging and assigning tickets promptly upon receipt
• Effective Triage: Identifying core issues and determining appropriate resolution paths
• Strategic Escalation: Promptly escalating to relevant teams when needed:
• Second-line support specialists
• Other MirrorWeb technical teams
• Customer Communication:
• Keeping customers informed throughout the resolution process
• Responding promptly to customer questions and updates
• Providing regular status updates within agreed timeframes
• Proactive Management:
• Monitoring open ticket queues
• Following up with other teams for updates when required
• Ensuring Service Level Agreements for first response and updates are consistently met
• Direct Resolution: Resolving tickets that fall within the engineer's technical expertise
• Rotation Schedule: Coverage frequency depends on the number of engineers participating in the rotation system
• Monitoring: Review automated monitoring reports and implement necessary remediation
• Intervention: Perform required crawl interventions and adjustments
• Issue Management: Flag complex issues for review during regular business hours via the support desk
• Documentation: Record time spent and activities performed on associated tracking tickets