Appointedd

• Bug Triage & Issue Resolution: Support the end-to-end triage process for incoming bugs and technical issues, helping to prioritise by severity and customer impact. • Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required. • Contribute to fast, high-quality resolutions to maintain product stability and customer confidence, with support from senior engineers. • Customer-Facing Technical Support: Act as a technical point of contact for customer issues, helping to diagnose problems related to API integrations, webhooks, and data workflows alongside senior colleagues. • Communicate clearly with non-technical and technical stakeholders, translating complex issues into understandable updates and next steps. • API & Webhooks Support: Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures. • Internal Tooling & Automation: Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency. • Observability & Monitoring: Use and contribute to our observability platform for log correlation and error monitoring. • Product Engineering Contribution: Pick up defined engineering tasks from the product backlog, working alongside senior developers to ship features.

• Build and own multi-year strategic account plans for enterprise clients • Identify and close expansion opportunities across product lines and geographic markets • Monitor product adoption and pre-empt churn risk • Lead onboarding of complex enterprise implementations end-to-end • Champion product releases and drive adoption of new features within accounts

• Own the end-to-end triage process for incoming bugs and technical issues, prioritising by severity and customer impact. • Investigate, reproduce, and document issues clearly, escalating to product engineering with detailed context where required. • Serve as a technical point of contact for escalated customer issues, diagnosing problems related to API integrations, webhooks, and data workflows. • Support customers and internal teams with API and webhook integrations, helping troubleshoot connectivity issues and failures across client systems. • Contribute to internal tooling that automates repetitive support and operational tasks, improving team efficiency and reducing manual effort. • Use and contribute to our observability platform for log correlation and error monitoring to proactively identify and resolve issues. • Contribute to the out of hours on-call rota for resolving critical priority out of hours incidents.