Resident Engineer - Riyadh, المملكة العربية السعودية - Proven Arabia

وصف

• Act as a single point of contact for cases
  
• Prioritize cases based on severity while ensuring SLAs are met.
  
• Own, track, troubleshoot & and resolve cases relating to software & and hardware challenges across all LogRhythm products.
  
• Document and track incident progress and analysis through proper system
  
• Leverage the internal knowledge base to minimize time to resolution.
  
• Follow up with clients daily to ensure they are kept up to date on progress or are progressing your requests in a timely fashion.
  
• Work closely with the Advanced Support team, product engineering team & and product management team to resolve critical issues.
  
• Assist the client with patch updates
  
• Monitor the incidents and review the false positives
  
• Provide quarterly assessment and close the recommendations as per the best practices