• Provide advanced technical support to enterprise customers, resolving complex issues across application, configuration, and infrastructure layers. • Lead customer escalations with clear ownership, structured communication, and coordinated execution across internal teams. • Troubleshoot application behavior using logs, stack traces, performance metrics, and configuration analysis. • Analyze monitoring and infrastructure signals using tools such as Sumo Logic (or comparable log management platforms). • Own and enforce the premium severity framework (Sev1/Sev2/Sev3), ensuring consistent application and preventing severity inflation. • Operate and continuously refine the pager-backed Sev1 process, including acknowledgement, triage, escalation paths, communication cadence, mitigation, resolution, and post-incident follow-up. • Support and optimize case management workflows within Salesforce Service Cloud, including: Queues and routing rules Macros and templates Milestones and SLAs Knowledge management Reporting and dashboards.

• Serve as the first technical point of contact for customers facing implementation or data challenges • Investigate logs, analyze data pipelines, and debug integrations involving APIs, pixels, and order tracking • Act as the primary technical contact for support tickets and Slack escalations • Debug customer implementations involving tracking scripts, APIs, and data pipelines • Write and optimize SQL queries to investigate data discrepancies • Analyze logs and investigate backend issues • Own data quality issues from identification to resolution • Escalate reproducible product bugs with detailed technical context • Improve documentation to reduce repeat issues and enable self-serve workflows • Translate technical findings into clear explanations for non-technical stakeholders

• Pair with leading Vibecode users, helping them ship and scale their apps • Dive directly into user projects: code reviews, optimization, and unblocking roadblocks • Collaborate with our San Francisco product engineering team to solve tough, technical challenges • Proactively identify recurring pain points, influencing platform improvements • Build tools, docs, and systems that supercharge our users' workflow

• Provide operational support for Launch and Early Operations (LEOP) products during orbital launches • Perform manual Orbit Determination (OD) tasks, including filter tuning and tracking data validation • Monitor and maintain orbit quality using internal tools and Python-based workflows • Participate in an on-call rotation to respond to time-sensitive operational events • Triage and respond to customer inquiries related to orbit data, launch tracking, and catalog accuracy • Contribute to the development, testing, and documentation of internal tools and operational workflows • Identify repetitive operational tasks and help design and implement automation strategies to improve reliability and efficiency