- Handle L1 support through our support interface, resolving product and account questions quickly and clearly.
- Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners.
- Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems.
- Support data integration projects for customers from initial request through configuration, testing, and handover.
- Help customers interpret the data they receive and apply it to their reporting, campaign, and measurement needs.
- Run onboarding and training sessions for new customers, covering account setup and day-to-day use of the platform.
- Track recurring issues and customer feedback, and share the patterns with product and Customer Success to inform roadmap and service decisions.
- Maintain support documentation, macros, and internal knowledge resources.
- Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc account projects.
- Work with customer success operations leadership to improve support workflows, service levels, and reporting.
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