- Investigate customer-reported issues through Intercom and internal tools.
- Reproduce bugs and identify whether issues are isolated, reproducible, or part of broader product problems.
- Work with developers to document and escalate reproducible issues clearly.
- Test newly released product changes and validate bug fixes.
- Identify regressions and unexpected behavior after deployments.
- Write and improve knowledge base articles and customer help documentation.
- Create onboarding resources and product walkthroughs.
- Monitor recurring customer issues and identify patterns.
- Use AI tools heavily to accelerate troubleshooting, documentation, research, and QA validation.
- Build or improve automations to reduce repetitive support work.
RESTful APIsSoftware EngineeringSaaS