• Support business customers on our proprietary software to identify service-related needs and offer the most appropriate solutions providing world-class customer service • Proactively stay up to date with all the latest technologies concerning our products and the underlying technologies • Recognize and escalate difficult technical/business issues within the organization • Work with support and/or product development personnel to troubleshoot and work around product issues • Prioritize and organize customer ticket workload • Ability to professionally interact with the end user to train and work with them to meet new requirements and needs via email, phone and ticketing system • Ability to handle high volume tickets and calls while maintaining an up-to-date backlog of actively working tickets

• Champion the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems • Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products • Learn and share the latest AI/ML technologies with the team.

• 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.