• Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform. • Own the handoff for escalations — clear reproduction steps, investigation performed, impact assessment, and severity. • Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers informed. • Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks. • Document resolution patterns for novel issues to reduce future escalation volume. • Act as overflow for Delivery Support during peak windows.

• Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform. • When an issue needs Engineering or Enterprise Operations, own the handoff — clear reproduction steps, investigation performed, impact assessment, and severity. • Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution. • Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible. • Document resolution patterns for novel issues so the next occurrence becomes a known pattern. • Act as overflow for Delivery Support during peak windows when issues exceed their scope.

• Provide second-line technical support for Crew (Compas) products, ensuring timely resolution of incidents and service requests • Investigate, troubleshoot, and resolve complex technical issues, escalating where required • Deliver customer training and guidance to support system adoption and effective use • Monitor system performance and proactively identify risks or service disruptions • Ensure all customer interactions and issues are accurately recorded in helpdesk systems • Collaborate with Product, Engineering, and DevOps teams to resolve defects and improve functionality • Support release activities, including validation and customer readiness • Contribute to knowledge base content, documentation, and process improvements

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2 • Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base • Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers • Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved