- Serve as the point of contact for complex customer inquiries, issues, and escalations.
- Troubleshoot and resolve issues related to integrations, workflows, and platform performance.
- Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.
- Partner with Engineering and Customer Success Managers to ensure alignment on customer priorities.
- Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken.
- Collaborate with Engineering, SRE, and Product teams to resolve customer-impacting incidents.
- Document solutions, troubleshooting steps, and best practices in technical support knowledge bases.
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