Provide technical product support for enterprise software: investigate and resolve application, database, data-processing, reporting, batch-job and performance issues. Analyze logs, Java stack traces, SQL and execution plans; reproduce issues; coordinate with Product Engineering, Cloud Ops, DBAs and Customer Success; deliver updates, workarounds, RCA, and documentation. Will work EMEA support hours and participate in on-call rotations.

Provide technical and functional support for a configurable enterprise web application: investigate and resolve issues across application behavior, calculations, workflows, integrations, databases, performance, and user access. Use SQL and logs to diagnose problems, reproduce issues in non-production, escalate defects to engineering, collaborate with Cloud Ops and Professional Services, support deployments and hotfixes, prepare RCA and knowledge articles, and maintain SLA-driven case ownership during EMEA support hours, including shift and on-call rotations.