• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with LATAM onboarding and commercial teams.

• Diagnose and resolve complex technical issues across APIs, SaaS platforms, and cloud infrastructure. • Identify systemic failure patterns across tickets and drive changes that prevent entire categories of issues. • Build a working mental model of Rewind's architecture and integrations so you can reason about problems before you reproduce them. • Reproduce bugs, analyze logs, and identify root causes to drive effective solutions • Communicate technical concepts clearly to both technical and non-technical customers • Actively participate in incident response and help define the framework for a future 24/7 on-call rotation as we scale our support coverage • Triage and escalate issues to Engineering with clear documentation and reproducible steps • Partner with Product and Engineering to prioritize and resolve defects • Act as a technical liaison, ensuring customers are kept informed throughout resolution • Improve workflows, automations, and support tooling to increase efficiency • Build and maintain internal runbooks and troubleshooting guides • Identify opportunities to reduce ticket volume through proactive fixes and self-serve resources • Raise the bar for the team through hands-on mentorship in debugging, writing, and customer communication • Contribute to onboarding and training for new hires • Recognize recurring technical issues, document the pattern, and recommend product or infrastructure improvements • Partner with internal teams to advocate for scalable, customer-centric solutions • Drive excellence through the continuous evolution of Rewind's technical support frameworks.

• Build deep familiarity with each customer's environment, goals, and constraints • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades • Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health • Meet SLAs for response and resolution while keeping customers informed throughout • Surface customer feedback and feature requests to Product with enough context to be actionable • Build runbooks and troubleshooting guides that reduce repeat escalations • Identify patterns in support volume and propose improvements to process or product

• Own and manage high‑priority, business‑critical customer escalations through resolution • Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed • Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation • Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution • Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle • Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties • Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution • Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues • Mentor and guide teams outside the escalation function on critical situation processes when required • Act as a crisis manager during catastrophic or politically sensitive customer events • Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting • Provide detailed incident reporting and insights to support decision‑making and long‑term improvements • Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage