- Reproduce, debug, and escalate technical issues in partnership with Engineering and Product.
- Act as a technical expert and initial escalation point for our SDK and Cloud products.
- Work directly with developers to provide guidance and resolve complex issues.
- Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
- Participate in a 24/7 on-call rotation to support critical customer needs.
- Collaborate with Engineering to communicate incident status and contribute to root cause analyses.
- Build tools and automation to improve support workflows and reduce response time.
- Use AI and other tools to create self-service opportunities for routine incidents.
- Advocate for customer needs and influence product improvements based on real-world feedback.