- Diagnose and resolve complex technical and product questions for enterprise customers via tickets, Slack, and calls.
- Leverage AI tooling and automations to identify opportunities for self-service solutions and reduce repetitive tasks.
- Build relationships with enterprise users, provide best-practice advice, and champion customer needs in roadmap discussions.
- Perform end-to-end troubleshooting by reproducing issues, isolating root causes, and collaborating with engineering teams.
- Design and maintain playbooks, internal runbooks, and external documentation such as FAQs and guides.
- Track and report support KPIs including response time, CSAT, and resolution rates.
- Participate in an on-call rotation, including holidays and weekends, to ensure coverage.
SQLArtificial IntelligenceData Analysis+4 more