• Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications • Use SendGrid administrative tools to look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when appropriate • Update Salesforce cases with resolution notes and confirmation of action taken • Communicate clearly and professionally with support engineers and customers through case comments • Track recurring patterns in email delivery failures and flag systemic issues to Support leadership • Maintain a simple log of unblock actions for reporting and trend analysis • Meet defined service-level targets for case response and resolution

• You are the designated support contact for Zendesk's Premier customers. • You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes. • You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs. • You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels. • You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation. • You step in during service incidents to coordinate communications and tasks between our Operations, Development, and Incident Management teams, as well as the customer.

• Own and resolve technically complex customer issues from initial report through root cause • Troubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues) • Reproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects • Partner closely with Engineering to escalate issues with clear, actionable context and debugging data • Work with Product and Research to validate expected vs. actual system behavior • Translate technical findings into clear, concise updates for customers • Contribute to and improve internal runbooks, troubleshooting guides, and external documentation • Identify patterns across tickets and proactively suggest product or process improvements • Help maintain a customer-first culture through proactive communication and solution ownership

• Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone, ensuring prompt, professional, and customer-focused responses across all channels. • Answer and manage inbound support phone calls, providing real-time troubleshooting, clear communication, and a high-quality customer experience while documenting interactions accurately. • Troubleshoot and resolve basic to moderately complex technical issues, following established processes and documentation. • Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system. • Identify when issues require escalation and effectively transition cases to Tier 2 with complete context and documentation. • Guide customers through solutions with clear, step-by-step instructions, ensuring a positive and customer-centric experience. • Maintain strong product knowledge and stay current on updates, features, and known issues. • Collaborate with internal teams to ensure alignment and timely resolution of customer concerns. • Contribute to knowledge base articles and internal documentation to improve team efficiency and customer self-service. • Support team performance during high-volume periods while maintaining service level expectations. • Follow support processes and identify opportunities for improvement, raising suggestions to leadership.