- Own the support experience for a portfolio of accounts by coordinating ticket progress, follow-ups, and customer communications.
- Track and manage follow-up SLAs / status update cadence, ensuring customers receive timely updates, next steps, and realistic ETAs.
- Partner with Support Engineers to convert technical investigation into clear customer-facing updates.
- Maintain accurate case hygiene (severity, business impact, owner, next update due, blockers, links to Jira work).
- Monitor customer sentiment and satisfaction signals and flag risks early.
- Assist in prioritizing and triaging escalated cases based on severity, impact, and urgency.
- Serve as a customer-facing coordinator for critical or complex cases.
- Collaborate with cross-functional teams to unblock progress and drive toward resolution.
- Track progress on escalations and ensure action items are clear, owned, and timeboxed.
- Identify trends in escalations and contribute recommendations for improvements.
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