Toolbox

DevOps Engineer

• Become the subject matter expert for a particular service in cooperation with the relevant software team
• Provide operational support for software deployments
• Respond to production incidents
• Develop infrastructure automation tools to eliminate manual effort
• Detect and resolve potential problems before they degrade
• Maintain high availability for managed services
• Implement infrastructure solutions needed by product teams

Pre-sales Engineer

• Interact with potential clients to determine their needs and explain the value of products and services
• Act as the technical expert during customer presentations
• Collaborate with Sales, Support, Accounting, Marketing, Product Development, and Engineering teams
• Determine requirements to meet client goals
• Act as liaison between Business Development and Engineering
• Respond to RFIs and RFPs
• Coordinate scoping exercises with Sales
• Review proposed solutions from business and technical perspectives
• Support Sales executives during technical presentations
• Pitch solutions and explain product features and benefits
• Detect functional gaps and document high-level specifications
• Work with product teams to define feature enhancements
• Research prospects’ current solutions before introductory meetings
• Write technical offerings, diagrams, required documentation, and business proposals
• Create and adapt sales and marketing presentations for different solutions and target customers
• Align solution designs with customers’ business requirements, including POCs, RFIs, and RFPs
• Collaborate on lead-generation activities

Pre-Sales Engineer

Customer Support

• Serve as the primary liaison between clients and technical teams throughout the incident lifecycle
• Perform technical analysis to identify incident impact, urgency, and possible root causes
• Coordinate resolution efforts with Backend, Product, and QA teams
• Minimize client impact and ensure SLA/OLA compliance
• Lead and document post-incident reviews
• Drive continuous improvement and preventive strategies
• Maintain and update runbooks, knowledge bases, and process documentation
• Oversee onboarding, training, and technical evaluation of Customer Support agents
• Manage incident escalation processes
• Improve incident management workflows, tools, and cross-team collaboration
• Participate in after-hours incident management within the global 24/7 support structure

DevOps Engineer

Pre-Sales Engineer

IT Customer Care Coordinator