- Diagnose, troubleshoot, and resolve Level 1 and Level 2 tickets across the Portal, SSO, API, and integrations.
- Identify content-related tickets and resolve Level 1 and Level 2 issues.
- Reproduce and document Level 3 issues before escalating them to Senior Technical Support or the Content team.
- Follow triage, escalation, and customer communication workflows, using judgment about when to involve Engineering.
- Own SLA compliance and keep ticket statuses accurate and up to date.
- Resolve tickets according to timelines and priorities, raising escalations when needed.
- Maintain closed-loop communication with customers and internal teams about issue status.
- Document potential bugs and improvements with clear reproduction steps and pass them to the appropriate teams.
- Contribute knowledge-base articles for common platform issues.
- Grow into handling content tickets independently and fixing straightforward content bugs.
RESTful APIsTechnical supportSaaS