Support Operations Specialist (Night Shift)

Responsibilities:

• Act as the primary gatekeeper and incident manager for all open escalations during US hours.
• Enforce strict triage SLAs and audit ticketing systems for data integrity.
• Proactively coordinate with internal teams to unblock stalled escalations.

Knowledge Base (KB) Quality Assurance:

• Manage the lifecycle of technical documentation by proactively monitoring open tickets.
• Act as the human-in-the-loop quality check for auto-generated Knowledge Base articles.
• Identify gaps and reporting system logic failures to technical owners.

Process Improvement:

• Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).
• Maintain daily, highly detailed action trackers detailing internal blockers, daily interventions, and next-communication plans for every open escalation.