• Receives and reviews customer business needs and use cases submitted by Client Advocacy, developing a thorough understanding of the customer’s objectives before proposing solutions. • Evaluates existing product capabilities and solutions to determine fit, adapting or combining them creatively to address complex customer requirements. • Produces high-quality, implementation-ready solution recommendations with clear rationale, ensuring proposals are technically sound and operationally viable. • Provides implementation guidance to Client Advocacy, equipping them with the direction needed to support customers through solution adoption. • Creates documentation for Client Enablement teams, capturing solutions in a reusable and accessible format to support future customers with similar needs. • Collaborates cross-functionally with Engineering, Client Advocacy, and Enablement to validate proposed solutions and refine based on technical and operational feedback. • Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, acting as the primary intake and triage point between customer-facing teams and Engineering. • Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement. • Manages prioritization of issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure the right work is actioned at the right time. • Deflects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolution—tracking deflection volume as a measure of team effectiveness. • Acts as a seasoned adviser on complex client problems, supporting Technical Services and Client Advocacy in handling priority issues and production-active incidents. • Analyzes audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provide clear, evidence-based findings to Engineering. • Works closely with product developers to troubleshoot, validate, and document bugs while assessing their broader product impact. • Escalates verified technical concerns and bugs to Engineering with thorough analysis and supporting documentation to accelerate resolution. • Supports post-incident reviews and root cause analysis efforts, ensuring learnings are translated into preventative action—whether through code changes, internal process improvements, or the development and guidance of internal and external documentation. • Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical challenges before they escalate. • Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams. • Owns the change control process for Engineering deployments, managing the intake, assessment, and scheduling of deployment requests to protect system stability and integrity. • Evaluates deployment requests for risk and readiness, ensuring changes to the LMS are introduced in a controlled and safe manner with appropriate validation in place. • Manages the controlled enablement of feature flags, coordinating timing and conditions to ensure features are activated safely and in alignment with operational readiness. • Maintains accurate change logs and ensures change documentation supports audit readiness and organizational compliance standards. • Monitors post-deployment outcomes, identifying stability issues and escalating where system integrity is at risk. • Coordinates with Engineering to ensure deployment windows are clearly communicated internally and that all technical prerequisites are met prior to execution. • Supports ITIL-aligned processes including Incident, Problem, and Change Management, ensuring consistent, high-quality execution against established standards. • Advocates for systemic fixes over workarounds, using incident and problem trend data to make the case for long-term product stability improvements. • Identifies and drives process improvements that increase efficiency in issue resolution, triage, and solutioning workflows. • Contributes to the development of internal and external documentation as a proactive measure to prevent recurring issues and reduce support burden. • Serves as the operational link between Customer Success teams and Engineering, ensuring issue context, priority, and customer impact are clearly understood across teams. • Partners with internal stakeholders to support solution delivery, providing the technical depth needed for them to guide customers effectively. • Contributes to the development of documentation through solutioning and incident management is accurate, accessible, and maintained. • Represents the voice of the customer in technical and product discussions, ensuring customer pain points are visible and factored into engineering decisions. • Trains and supports customer-facing teams on LMS functionality, troubleshooting approaches, and best practices. • Maintains consistent service quality against defined Service Level Objectives, contributing to and in some areas owning the team’s OKR reporting. • Tracks and reports on engineering deflection—volume of issues resolved without engineering involvement and estimated engineering time preserved—as a core performance indicator. • Ensures adherence to standard operating procedures and company policies, maintaining compliance and best practices across all workflows. • Performs ad-hoc duties as required.