• 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

• Serve as the primary contact for technical support requests from enterprise customers. • Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems. • Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context. • Respond to customer questions about platform functionality, integrations, and configuration. • Maintain detailed records of all customer interactions and resolutions in the support system. • Collaborate with internal teams to ensure customer feedback informs product enhancements. • Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources. • Conduct post-mortems to identify root causes and recommend preventive measures. • Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively. • Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.

• Be the first point of contact for our customers whenever they have any issues on their websites. Being the first point of contact, its really important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and see problems through to their quick and effective resolution. • Provide customer support through Live Chat, Tickets and Slack. • Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams. • Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues. • Write KBs and technical articles for our blog to further distribute knowledge within the community. • Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product. • Assist our customers with migrating their WordPress site’s to Rocket.net. • Provide critical assistance when it comes to pointing DNS to Rocket.net. • Provide customers with a “WOW!” experience.

• Handle escalated L2 support tickets — investigate, reproduce, and resolve complex platform issues including logic failures, integration errors, and prompt/workflow malfunctions • Perform root cause analysis and document findings in defect reports and troubleshooting guides • Maintain and update runbooks and knowledge base articles based on recurring issues and resolutions • Distinguish between bugs and feature requests; escalate to L3/L4 engineering with clear defect descriptions when required • Support UAT test case execution and validation during platform releases and template updates • Assist end-customers with platform configuration, workflow navigation, and usage • Collaborate with BA and QA contributors to document issue patterns and improve support workflows • Participate in ticket triage, prioritization, and SLA tracking