- Lead end-to-end resolution of complex issues across our enterprise customer base.
- Resolve complex issues across customer identity stacks in both SaaS and on-premise environments.
- Investigate distributed systems and data pipeline issues including NXLog, S3, MongoDB, and Datadog.
- Partner with Product and Engineering to prioritize fixes based on customer health.
- Build the support knowledge base, troubleshooting guides, and internal runbooks.
- Build AI agents to automate triage, log analysis, and case routing.
- Define SLAs, support KPIs, and internal escalation workflows.
SQLCybersecurityOAuth+2 more