iugu

Support Engineer

• Provide consultative support to customers, seeking efficient resolution of requests across different support channels
• Ensure customer satisfaction and a positive customer experience
• Technically investigate incidents and complex issues reported by customers
• Analyze logs, transaction flows, and system behavior
• Work closely with Engineering, Product, and Operations teams to resolve issues
• Identify recurring problem patterns and report improvement opportunities to Product and Operations
• Resolve tickets and follow cases through to final resolution
• Maintain clear, structured communication with customers throughout the process
• Record and manage customer interactions using operational tools
• Support the development and updating of the knowledge base and support materials
• Liaise with internal teams to unblock solutions and ensure agility
• Meet established support performance metrics

Junior Customer Support Analyst