Partner Support Specialist

we are looking for a dynamic, high-impact Partners Support Specialist who is technically savvy, creative, and curious to provide exceptional high-touch user experience to our clients and partners.
This is a hands-on role and you will wear many hats; from interacting directly with our merchants and partners, working closely with other teams to ensure a seamless experience for our users, debug, and develop monitors for the production environment.
As a Partners Support Specialist your responsibilities would include:
Be the first line of defense and escalation for any technical issues
Elegantly handle customer requests and maintain our SLA & customer satisfaction
Escalate and own issues internally and externally with service providers/partners
Develop monitoring tools for the production environment
Extend our knowledge base
Work across departments (Engineering, DevOps, Prof Services, etc.) to resolve customers issues. Cover "on-call" shifts as needed to support our global coverage model