Resolves complex technical issues escalated from Tier 1, investigating platform behavior, integrations, authentication, APIs, logs, and system interactions. Owns support cases through resolution, performs root-cause analysis, manages escalations and SLAs, creates technical documentation, and collaborates with Engineering, Product, QA, Customer Success, and Account Management. The role also mentors Tier 1 specialists, improves self-service resources, identifies recurring issues, and advocates for customer and product improvements.

Own a territory and partner with Account Executives to generate qualified sales opportunities through outbound prospecting and inbound lead qualification. Responsibilities include account research, multi-touch outreach, discovery calls, objection handling, Salesforce pipeline management, campaign follow-up, reporting, and occasional event support. Success is measured by SQL quota attainment, activity benchmarks, and progression of qualified meetings into opportunities.