Found Description
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.