A clear development path towards L2 technical support, product support or customer success. As Lumya scales from internal tool to multi-client SaaS product, the quality of customer support becomes a direct driver of retention, reputation and renewal. This is a hands-on 1st Level Support role with strong product exposure. You will triage incoming tickets, resolve common first-line issues, support users across different channels and escalate more complex cases clearly to L2/L3 support, Product or Engineering. * You will escalate more complex cases to L2 technical support, L3 Product or Engineering with a clear and complete handover, while tracking tickets through to closure. * You will flag recurring issues, bugs and product pain points to Product and Engineering. * You will build strong working knowledge of Lumya OS and stay up to date with product releases, new features and configuration changes.
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