- Set daily support priorities and triage, resolve, and investigate tickets in the Help Scout queues for QuickMail and Mailflow.
- Check the support dashboard for job queues, event-stream latency, blacklist status, and newly purchased domains; investigate issues and drive them to resolution.
- Review fraud alerts and disable accounts that are scams or abuse the platform.
- Support customers on calls, update changelogs and help articles, and share customer feedback with the team.
- Improve the AI support agent by reviewing its answers, correcting source documentation, and following up with customers when needed.
- Write and maintain automated tests to identify issues in staging before customers encounter them.
- Test releases on staging, assess their effects on users, and confirm when they are ready to ship.
- Report bugs as GitHub issues with reproduction steps, screenshots or Loom recordings, and relevant GraphQL or console errors.
- Coordinate incident response by alerting the team, updating the status page and affected customers, driving fixes, and leading retrospectives.
- Lead the weekly team meeting and keep rock status and KPIs current in MonsterOps.
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