Placement Student - Technical Support Engineer

Customer Interaction:Develop into becoming the first point of contact for customers who are reaching out for support with a diverse range of problems related to their implementation and use of the Matillion platformMonitor multiple channels, including email, web and SlackLearn from your team and develop into providing technical customer interaction, case resolution or redirection, and case lifecycle managementSupport Case Triage:Establish customer identity, and maintain data quality in SalesforceEnsure sufficient information has been supplied by the customerCategorise and triage cases (primarily to determine if immediate attention is needed)Redirect cases to appropriate channels internally eg. onwards to the next level or support or feature requestsDocumentation problemsMonitor for patterns and proactively spot opportunities for internal process improvementCase Resolution:Understand the broad purpose and documented limits of Matillion's product rangeRejecting inappropriate support cases (example: spam email, known problem, existing feature request)Gather and use information from multiple sources to make decisions or suggestionsUse links to existing documentation as case resolution where possibleKeep up to speed with known problemsReplicate and verify new problems where possibleCase Management:Monitor SLAsHandle both internal and external escalations related to customer issuesClose cases which have reached the criteria for resolutionAs part of a global support team, there may be some level of case management outside of standard office hourProduct and Engineering Support:Provide feedback to product and engineering based on your visibility into how customers are using and interacting with Matillion