Source description
About the role
Product Support (Primary)
Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues.
Own support cases end-to-end, including investigation, communication, resolution, and follow-up.
Troubleshoot issues across application behavior, data, integrations, and system usage.
Clearly communicate findings, progress, and resolutions to clients and internal stakeholders.
Document support cases, root causes, and resolutions in a structured and consistent manner.
Contribute to internal knowledge bases and troubleshooting guides to reduce recurring issues.
Proactive Monitoring & Operational Awareness (Secondary)
Proactively monitor system health and availability using established monitoring and alerting tools.
Respond to system alerts and anomalies in coordination with TechOps.
Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not negatively impact clients.
Participate in incident response and post-incident review activities as needed.
Collaboration & Continuous Improvement
Partner with Engineering, Product, and TechOps to resolve issues and improve product stability.
Perform root cause analysis and recommend preventative measures to reduce support volume.
Participate in incident, change, and problem management processes.
Identify opportunities to improve support workflows and platform reliability.
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