- Own and manage customer-reported product issues, ensuring resolution within defined Service Level Agreements (SLAs).
- Perform root cause analysis and coordinate with appropriate engineering teams to drive issue resolution.
- Diagnose and resolve product and third-party integration issues, both technical and non-technical.
- Investigate, document, and escalate complex or systemic issues to engineering teams.
- Provide on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule.
- Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities.
- Act as the voice of the customer by sharing insights and feedback to influence product enhancements.
- Create, maintain, and contribute to technical documentation and knowledge base articles for internal teams and customers.
- Stay current with new products and services through regular monthly releases.
- Work independently, making informed decisions while owning issues end-to-end.
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