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Job Description
- Resolve complex customer issues by troubleshooting production deployments, handling technical escalations, and owning platform outages.
- Investigate and determine the root cause of reported problems through advanced debugging, data analysis, and code reproduction.
- Advocate for customer needs with Product and Engineering teams, translating support insights into tangible product and documentation improvements.
- Serve as a subject matter expert for internal stakeholders in sales and engineering to help overcome technical deployment obstacles.
- Develop scripts, tools, and self-service solutions to accelerate issue diagnosis and empower customers to resolve problems independently. Collaborate with a global team to deliver continuous 24/7 support, participating in shift patterns that may include non-standard hours.