Own complex technical customer support issues from report to resolution, investigate APIs, SQL, logs, and service behavior, identify incidents and patterns, write actionable engineering escalations, and create runbooks and training to improve senior-agent capabilities. The role requires strong customer communication, technical troubleshooting, AI-tool judgment, and hands-on collaboration in a SaaS startup environment.

Lead front-line support across chat, email, and video; diagnose and resolve complex technical issues; surface patterns for process and knowledge base improvements; collaborate with Sales, Product, and Customer Success; contribute to tooling, workflows, and scaling support operations.