- Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff.
- Perform deep-dive investigations and reproduction of difficult-to-isolate bugs.
- Conduct live customer calls to gather information, pull logs, and communicate leading theories.
- Build comprehensive engineering handoff packages including reproducible cases, log evidence, and impact scope.
- File and track issues for confirmed bugs while maintaining full customer context.
- Monitor escalation patterns to identify systemic issues and translate findings into product improvements, tooling, and runbooks.