• Spend most of your time helping customers — solving issues, answering questions, and keeping them smiling. • Partner with your Support + Success Lead and other teams to tackle tricky problems and find solutions. • Assist with creating and troubleshooting automations through Make and Zapier as well as native Copilot automation workflows. • Translate technical issues into plain language for our customers—no jargon allowed. • Gather info, report bugs, and work with Engineering to improve the product. • Resolve support issues within our SLA agreements, including internal and client accounts, billing and subscriptions, and minor technical issues. • Build a deep understanding of our technical architecture and grow your ability to diagnose and resolve more complex problems.

• Own escalations: take the most technical support tickets and unblock users quickly • Deep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds • Architecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns • Incident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly • Knowledge base: write high-signal docs, runbooks, and troubleshooting guides • Automation: build tooling to detect common failures, generate better diagnostics, and reduce repeat tickets • Feedback loop: surface product gaps, propose improvements, and help implement fixes where needed

• Ejecutar procesos operativos: emisión, renovaciones, cancelaciones y facturación • Gestión de cobro y seguimiento a cartera • Manejo de glosas, PQR y solicitudes de los clientes • Acompañamiento y atención integral al cliente • Coordinación con aseguradoras y proveedores para garantizar correctos servicios • Seguimiento a indicadores y cumplimiento de estándares de servicio

• Serve as a primary point of contact for technical support issues related to NexusOne — including platform components, data services, integrations, and operational workflows. • Diagnose and resolve issues across distributed systems (e.g., Spark, Trino, Airflow, NiFi, Ranger, Iceberg, DataHub). • Troubleshoot and triage platform errors, pipeline failures, configuration issues, and infrastructure-related incidents. • Partner with Customer Success and Delivery teams to support customer onboarding, environment setup, and production readiness. • Provide hands-on assistance during customer deployments, upgrades, and configuration changes. • Maintain and monitor internal NexusOne environments used for development, QA, demo, and customer replication. • Respond to incidents, perform root cause analysis, document findings, and implement corrective actions. • Identify recurring issues and product gaps; share insights with Product and Engineering teams.