- Maintain high standards for SLA, CSAT, and ticket hygiene to ensure data informs product decisions.
- Perform end-to-end diagnostics on defined product areas including log analysis and data querying.
- Resolve the majority of Tier 2 escalations independently to reduce engineering load.
- Draft clear, concise technical escalations that allow engineers to act without follow-up.
- Identify and eliminate recurring issues through documentation, AI deflection content, or structural fixes.
- Maintain and improve the knowledge base, support guides, and internal diagnostic tools.
- Collaborate with AI systems to refine content and train deflection models.
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