Source description
About the role
Customer support & relationship management
Handle inbound customer inquiries via chat and email — answering platform questions, guiding users, and resolving issues end-to-end
Own customer communication throughout the lifecycle of every ticket, providing timely and clear updates.
Join customer calls and meetings as a technical representative and engage confidently with enterprise IT and network teams.
Maintain and contribute to user-facing documentation, help center content, and knowledge base articles.
Technical investigation & infrastructure support
Troubleshoot and resolve connectivity issues by working directly with customers' IT teams — including remote access sessions, VPN configuration, SSH access, proxy setup, and firewall and network diagnostics.
Support on-premise and cloud/hybrid deployments, handling integration and infrastructure issues that require hands-on network-level investigation.
Investigate platform and integration issues across application, service, and network layers, using available monitoring and observability tools.
Configure and troubleshoot SSO and authentication integrations for enterprise customers.
Cross-functional collaboration
Escalate complex issues to engineering and product teams with well-documented findings and clear reproduction steps.
Work with engineering, DevOps, and product teams on deeper investigation, bug resolution, and new feature rollouts.
Contribute to improving internal processes, playbooks, and support tooling.
Partner with the Support Manager to develop support territory strategy
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