• Track and document inbound support requests and ensure propernotation of user problems or issues• Maintain a log (in Salesforce SFDC) of issues and convey user feedbackregarding issues to collaborate with product development staff• Ensure case documentation is accurate, complete, clear, and consistentwith Support policy• Diagnose and resolve product application queries using SQL over thephone or through email with the clients• Adhere to policies and processes as provided for client and internalenvironment access• Collect information under direction by utilizing the appropriatediagnostics and AWS tools

• Solving customer's cases through a variety of customer contactchannels including telephone, email, and web/live chat by applyingadvanced troubleshooting techniques to provide tailored solutions forcustomers• Monitor customer accounts for performance issues and proactively alertcustomers to potential problems• Create and maintain documentation of technical issues, solutions, andcustomer interactions• Partner with AWS teams to help reproduce and resolve customer issuesand drive customer communication during critical events