- Own and resolve inbound technical support tickets including API errors, integration questions, configuration issues, and transaction discrepancies.
- Meet defined response and resolution SLAs while prioritizing tickets by severity and client impact.
- Triage incoming issues to determine whether to escalate to Technical Account Managers or engineering teams.
- Maintain and grow the internal knowledge base and runbooks to improve resolution times.
- Monitor ticket trends to identify systemic issues and patterns across different clients.
- Communicate technical details clearly to client teams and provide actionable guidance.
- Contribute to the development of support macros, escalation paths, and playbooks.
SQLOAuthRESTful APIs+2 more