- Troubleshoot, reproduce, and resolve complex product and workflow issues via chat, email, and community channels.
- Write code, submit pull requests, and implement direct codebase fixes to resolve bugs and improve error handling.
- Design and build internal dashboards, scripts, and automations to optimize support operations.
- Translate customer complaints into detailed technical tickets with reproduction steps, logs, and context.
- Participate in on-call rotations and incident management, collaborating with DevOps and Engineering.
- Track and analyze support engineering metrics to report on team efficiency and product health.
- Identify systemic product flaws through recurring technical issues to influence the product roadmap.
- Assist enterprise clients with SSO, authentication, networking, and integration configurations.
- Mentor technical support staff and create training programs and internal technical documentation.
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