- Serve as an escalation point for complex issues that cannot be resolved by frontline Customer Support.
- Perform deep technical investigation across platform configuration, integrations, alert behavior, workflows, and reporting.
- Reproduce issues, gather evidence, identify root causes, and determine appropriate technical ownership.
- Partner with CSMs to support technically complex customer initiatives and participate in customer-facing technical discussions.
- Support customer integrations including APIs, authentication, SSO, and data flows.
- Build and troubleshoot customer-facing reports and data-delivery solutions.
- Turn recurring advanced investigations into troubleshooting guides, documentation, and playbooks for frontline Support.
CybersecurityJiraRESTful APIs+2 more