• Become a subject matter expert in the Dutchie platform, including POS, Ecommerce, Payments, and related integrations • Triage and manage Jira issues related to bugs, billing, data requests, dashboards, traceability, discounts, taxes, and third-party integrations within defined SLOs • Write clear, actionable bug reports that outline issues, reproduction steps, and impact, escalating to Product and Engineering as needed • Maintain and contribute to product documentation, troubleshooting guides, and best practices • Partner closely with the PSE team to share knowledge, troubleshoot issues, and improve team effectiveness • Identify trends in technical issues and bugs, providing consistent visibility and insights to stakeholders • Manage a backlog of Jira tickets and collaborate with Product and Engineering to ensure timely resolution • Participate in projects that improve processes, tooling, and support efficiency across the organization • Join incidents as the Support point of contact and Voice of the Customer • Participate in an on-call rotation covering evenings, weekends, and holidays

• Gestionar escalados procedentes de Nivel 1: análisis inicial, aceptación y priorización de incidencias. • Realizar análisis de extremo a extremo sobre plataformas IMS/CS, utilizando herramientas internas (trazadores, estadísticas, documentación técnica). • Coordinar la resolución de incidencias con N1, mesas de control, ingeniería, tecnología y atención al cliente. • Ejecutar escalados al proveedor (N3) cuando sea necesario y representar al operador ante ellos. • Participar en la gestión de incidencias de alto impacto garantizando tiempos de respuesta adecuados. • Elaborar procedimientos y documentación dirigida a N1 y otras áreas técnicas. • Realizar trabajos programados e intervenciones nocturnas en ocasiones puntuales (carga de parches, cambios de configuración o análisis urgente). • Colaborar en proyectos de evolución de red y servicios. • Redactar informes post-mortem y propuestas de mejora. • Trabajar en horario base 8x5 en un entorno remoto con intervenciones nocturnas.

• Deliver consistently exceptional customer experiences to every Webflow user. • Assist customers in support queues, chat and phone utilizing various tools such as Zendesk, Zoom and Jira. • Document and report bugs, resolve issues, and foster collaboration within the team to ensure top-tier customer satisfaction. • Advocate for our customers' needs, collaborating closely with your team and manager to identify opportunities for enhancing our product and services.

• Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues. • Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.). • Proactively identify patterns in customer issues and communicate actionable insights. • Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations. • Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date. • Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction. • Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities. • Participate in after-hours or weekend support as needed to meet business demands. • Perform other duties as assigned.