Own customer support interactions across chat, email, and Zoom, resolving complex product, technical, and configuration issues. Diagnose root causes, educate customers, identify broader implementation or value opportunities, and coordinate with technical teams on strategic cases. Share product insights, stay current on AI capabilities, and mentor teammates while delivering accurate, empathetic, end-to-end service.

Own customer interactions across chat, email, and Zoom, diagnosing complex product and configuration issues while identifying broader business value opportunities. Provide customer education, explain technical solutions clearly, collaborate with Tech Touch teams, surface recurring patterns, and contribute product knowledge to the support team. The role requires strong technical aptitude, customer empathy, communication skills, adaptability, and the ability to deliver premium support experiences.

Own and resolve complex Tier-3 technical escalations end-to-end by investigating logs, metrics, and code; use AI agents to accelerate debugging, drive root-cause fixes, create PRs, and partner with Product and R&D to prioritize and prevent recurring issues.