• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. • Get on calls with customers, pull logs, and communicate with the customer about leading theories. • Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix. • File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context. • Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org. • Partner with Support, CSE, and Product/Eng, while staying within this team's scope.

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. This includes deep-dive investigations and reproduction of difficult-to-isolate bugs. • Get on calls with customers, pull logs, and communicate with the customer about leading theories • Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix. • File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context. • Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org. • Partner with Support, CSE, and Product/Eng, while staying within this team's scope

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. This includes deep-dive investigations and reproduction of difficult-to-isolate bugs. • Get on calls with customers, pull logs, and communicate with the customer about leading theories • Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix. • File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context. • Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org. • Partner with Support, CSE, and Product/Eng, while staying within this team's scope

• Provide exceptional support to customers via phone, chat, email, and customer portal. • Diagnose, troubleshoot, and resolve application, workflow, and configuration issues. • Serve as a trusted advisor by helping customers maximize the functionality of our solutions. • Escalate complex issues to the appropriate internal teams while providing complete documentation. • Collaborate cross-functionally with Product, Engineering, Billing, and other internal departments to resolve customer issues. • Document all customer interactions and troubleshooting steps accurately and thoroughly. • Represent the voice of the customer by providing feedback that helps improve our products and services. • Identify opportunities to improve support processes and customer experience. • Utilize internal knowledge bases and support tools to research and resolve issues. • Demonstrate empathy, professionalism, and strong communication during every customer interaction. • Contribute to the development and maintenance of internal knowledge base articles. • Meet or exceed departmental performance metrics, including customer satisfaction, quality, productivity, and SLA goals. • Continuously expand product knowledge and stay current on new features and enhancements.