Own technical customer support for North American B2B SaaS customers, including reproducing bugs, filing actionable reports, managing escalations, configuring SSO/SCIM and integrations, and enabling customers. Improve scalability by automating support workflows, training AI agents, maintaining Intercom processes, documenting runbooks, reporting SLAs, and converting recurring issues into product feedback. The role partners closely with engineering, QA, product, and customers while operating autonomously in a fully remote environment.