- Support complex implementations for the product area, including configuration, integrations, APIs and non-standard requirements.
- Act as the technical escalation point when an issue is blocking a go-live.
- Provide third-tier support to Onboarding Managers and Customer Success on configuration, troubleshooting and edge cases.
- Advise CSMs on what is feasible for new leads.
- Own performance metrics including CSAT, time to resolution, repeat question rate and deflection rate, and act when timelines, SLAs or onboarding health are at risk.
- Own and maintain product-area knowledge base content, using AI to improve how it is written, maintained and checked.
- Work with Product and R&D on technical escalations, recurring onboarding problems and product feedback.
- Contribute to product testing, blitz testing, hackathons and strategic projects.
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