Responsibilities
- Diagnose and resolve advanced technical challenges involving system configuration, workflow logic, code debugging, integrations, and JSON-based data structures.
- Address all types of technical inquiries, tasks, and problems using thorough investigation, replication, and troubleshooting aligned with company objectives.
- Develop and recommend alternative solutions using independent judgment to enable fast and effective issue resolution.
- Deliver high-caliber technical support that drives strong customer satisfaction outcomes.
- Act as a technical authority across multiple product capabilities to support, refine, and repair solutions at scale.
- Engage directly with clients in meetings to assess, troubleshoot, and resolve technical issues.
- Collaborate with engineering and DevOps teams in rapid response scenarios, representing the customer perspective in communications and feedback loops.
- Monitor system alerts at the tenant level and engage in proactive coordination to prevent escalations.
- Supply actionable feedback to engineering, product, sales, and marketing teams on product enhancements that improve customer success and adoption.
- Execute daily responsibilities with minimal supervision and accept strategic direction for new projects.
- Stay current with evolving product features, dependencies, architecture, and operational implications.
- Participate in a 24/7 on-call schedule to handle critical after-hours incidents.
- Develop and share best practices within the team to improve support quality, efficiency, and knowledge sharing.
- Communicate proactively to prevent customer dissatisfaction and issue escalation.
- Create technical documentation on recurring issues and solutions to grow internal and external knowledge resources.
- Cover weekend shifts on a rotating or as-needed basis when required.
- Lead internal support projects that improve team and organizational performance.
- Perform additional duties as assigned.
Work Arrangement
Remote (Worldwide)
Other
- Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
- Support weekend shifts on a rotational/as-needed basis if requested.
