- Serve as the primary technical point of contact for enterprise customers, resolving complex issues end-to-end.
- Develop deep product expertise to resolve issues independently and identify proactive bug fixes.
- Reproduce, diagnose, and triage technical issues by analyzing logs, traces, and root causes.
- Manage technical handoffs to engineering by creating well-defined tickets with reproduction steps and context.
- Define and maintain support SLAs, severity models, and escalation procedures.
- Maintain and create documentation, including knowledge bases, FAQs, and troubleshooting guides.
- Design and execute structured onboarding processes to accelerate time-to-value for enterprise users.
- Synthesize recurring customer feedback into actionable product and engineering insights.
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