Own Tier 2 customer escalations by reproducing issues, analyzing code, logs, and production data, applying safe database fixes, and contributing tested code changes. Use AI tools such as Claude for investigation and remediation while validating all generated SQL and code. Provide API integration guidance, communicate technical findings, partner with Engineering on escalations, and improve documentation, monitoring, runbooks, and support processes.

Own and prioritize product backlog features with Product Managers, translate features into sprint stories, and collaborate closely with development and QA teams. Ensure requirements are clearly implemented, tested, and aligned with product goals. Analyze market data and product performance to support decisions while working within Agile, cross-functional software development teams.