- Act as a product and workflow expert for L1 agents and internal teams.
- Host live troubleshooting and screen-share calls with customers to resolve complex issues.
- Receive, investigate, and resolve escalated support tickets via Zendesk, phone, and email.
- Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access.
- Use diagnostic tools to reproduce issues, document root causes, and inform cross-functional follow-up.
- Collaborate with L3, Product, and Engineering teams during escalations.
- Own and maintain internal documentation, macros, and training content.
- Track and analyze ticket trends to surface actionable insights.
JiraRESTful APIsTroubleshooting+4 more