- Serve as the primary escalation point for Tier 3+ incidents requiring deep technical investigation.
- Investigate issues at the code level and implement fixes across multiple engineering domains.
- Take end-to-end ownership of resolutions from triage through deployment.
- Collaborate with and mentor Application Support team members to improve their technical capabilities.
- Document resolutions, maintain runbooks, and build the team's knowledge repository.
- Analyze incident data to surface trends and drive upstream process improvements.
- Act as the senior technical voice within the support team to set standards for investigation quality.
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