• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing. • Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs. • Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials. • Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs. • Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment. • Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution. • Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns. • Manage customer expectations regarding estimated response times for issue resolution. • Extensively research and document customer technical issues. • Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

• Implementar recomendaciones técnicas SEO (meta tags, schema, hreflang, etc.). • Diagnosticar problemas de crawlability, indexación y renderizado (JS SEO). • Auditar aspectos técnicos: velocidad, mobile-friendliness, estructura de URLs. • Configurar y monitorear herramientas SEO (GSC, Screaming Frog, etc.).

• Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues • Support major feature releases with training, QA, documentation, and internal communication • Provide insights from support data to inform product improvements and customer success initiatives • Drive and maintain key KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog • Establish and refine escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scale • Work closely with the team to refine processes and leverage tools for better efficiency and effectiveness • Mentor, train, and coach Support team to build a high-performing, customer-centric team • Quickly respond to customer inquiries, diagnose and resolve issues • Lead debug sessions on live calls and reproduce client issues using a wide range of applications and environments • Aid in all ways to ensure lasting success for our customers