- Resolve complex technical escalations for enterprise clients, working within defined SLAs.
- Conduct root cause analysis on technical issues and partner with Engineering to inform long-term fixes.
- Design, write, and maintain scripts, diagnostic tools, and workflows that let Customer Success self-serve common client issues.
- Translate technical findings into clear, actionable updates for Customer Success stakeholders and clients.
- Participate in a rotating on-call schedule, including evenings and weekends, to provide clients with fast, expert resolution when issues arise.
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