- Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for our growing EMEA/APAC customer base, working 3:00 AM - 12:00 PM ET
- Independently investigate and diagnose ambiguous or previously unseen technical issues, applying strong root-cause analysis
- Serve as a point of technical escalation for the rest of the support team, reviewing tricky tickets and guiding resolutions
- Determine and implement effective solutions, knowing when to escalate issues to Engineering
- Create and communicate clear, thoughtful action plans to customers and enterprise stakeholders
- Partner closely with Engineering and Product teams to resolve complex systemic issues
- Identify patterns across tickets to flag recurring issues proactively
- Contribute to and maintain support documentation, internal playbooks, and troubleshooting guides
- Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization
RESTful APIsTroubleshootingTechnical support+2 more