- Own and manage customer-reported product issues through resolution within defined SLAs.
- Perform root cause analysis and coordinate with engineering teams to resolve issues.
- Diagnose and resolve product and third-party integration issues.
- Investigate, document, and escalate complex or systemic issues to engineering teams.
- Provide rotating on-call coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time.
- Collaborate with product management, engineering, and site reliability engineering to identify recurring issues and improvement opportunities.
- Share customer insights and feedback to influence product enhancements.
- Create and maintain technical documentation and knowledge base articles for internal teams and customers.
- Stay current with new products and services through monthly releases.
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