Responsibilities

Customer Outcomes

• Own enterprise support tickets end-to-end: triage, troubleshoot, resolve. No black holes, no piecemeal updates.
• Diagnose integration issues using available log tooling before reaching out to customers or escalating internally.
• Handle escalations from analysts and, when needed, lead customer calls to drive resolution.
• Assist with support chat volume as business dictates.
• Keep customers proactively informed at all times. They always know what is happening, who owns it, and when to expect next contact.

AI‑Assisted Support

• Use AI-assisted tooling as part of your daily workflow for diagnosis, knowledge retrieval, and customer communication.
• Contribute to the team knowledge base. Document what you learn so the next engineer resolves it faster.
• Surface recurring issues and patterns to leadership as product intelligence input.

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