- Acknowledge and triage support tickets within SLA timelines
- Validate tickets for completeness, including reproduction steps, environment details, and logs
- Provide solutions or workarounds for known issues
- Reproduce reported bugs, document findings, and escalate when appropriate
- Act as the communication bridge between customers and engineering teams
- Suggest product solutions internally and appropriate communication approaches externally
- Contribute ideas and actions to improve documentation, processes, product, and the overall customer experience
- Participate in a scheduled on-call rotation for critical customer issues
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