• Acting as the technical escalation point for mission-critical production customers. • Investigating complex issues escalated from Support through to resolution. • Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues. • Working with our Incident team to address emerging issues with our platform and services. • Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations. • Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

• Respond to inquiries on technical issues from a global customer base • Report bugs and work with the QA & Engineering teams to resolve customer issues as soon as possible • Escalate critical support issues from customers to the appropriate internal channel • Verify that the issues have been resolved prior to communicating to the customer • Assist in communicating to customers about issues impacting their service • Follow internal processes to streamline and scale support work • Review incidents to determine steps to anticipate, prevent, or mitigate the customer's challenges • Be fulfilled by solving problems for others and enjoy providing excellent customer service • Play a key role in growing and improving our culture of great customer service

• Discover root-cause, fix, and triage product defects • Write documentation • Help build our automation testing suite and infrastructure • Be Secure & Compliant • Collaborate

• Engage with our customers over email, chat, and phone. • Provide support to customers by identifying, troubleshooting, and resolving technical issues. • Seek assistance from senior technicians or pass the case to them as needed. • Research and answer questions from resellers and end users about our software’s capabilities. • Contribute to our Knowledge Base and support articles. • Have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming. • Play a vital role in suggesting improvements to our product. • Work closely with other departments, including Engineering, IT, QA and Sales. • Above all, provide a World-Class customer experience.