• Provide technical support to users across CRM platforms • Troubleshoot and resolve technical issues related to CRM systems • Investigate system errors, bugs, and user-reported issues • Escalate complex technical problems to the appropriate teams when necessary • Assist users with account setup, configuration, and system navigation • Monitor support tickets and ensure timely resolution in accordance with SLAs • Document issues, solutions, and technical procedures • Work closely with Product, Development, and Customer Success teams to improve user experience • Deliver excellent customer service while maintaining high response and resolution standards.

• Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors). • Support users across multiple products via email, chat, and Slack. • Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations. • Analyze API logs, error messages, and request/response payloads to identify root causes. • Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records. • Reproduce, escalate, and document bugs or edge cases in collaboration with engineering. • Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement. • Assist with testing and validation of new features, releases, and infrastructure changes before production deployment. • Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base. • Improve developer documentation to make integration as self-serve as possible.

• Safeguard the technical reliability and performance of the platforms supporting billions in transactions. • Resolve complex, escalated technical issues and maintain platform integrity. • Partner with business stakeholders to document and maintain business process rules. • Lead technical implementation of new client environments end-to-end. • Own delivery schedules for key account and new-environment projects. • Document customization requirements and ensure solution testing is validated before go-live. • Troubleshoot system issues and manage tickets via Jira. • Collaborate effectively with Support, Product, and Services teams to resolve technical blockers.

• Work with the product manager and scrum team to understand priorities and product goals • Define and document functional/technical stories for software developers • Provide details for technical documentation and review documentation to ensure accuracy and completeness for end users