● Own and resolve complex L4 support escalations within assigned product Areas.
● Investigate, reproduce, and troubleshoot customer-reported technical issues. Perform root cause analysis and collaborate with Engineering and Product teams on defect resolution.
● Document technical findings, reproduction steps, and resolution details accurately.
● Create, maintain, and improve support articles, SOPs, and troubleshooting documentation.
● Analyze ticket trends to identify recurring issues, product gaps, and customer pain points.
● Provide actionable insights and recommendations to improve product quality and customer experience.
● Conduct technical training sessions for Support and Customer Success teams.
● Develop onboarding materials, knowledge-sharing content, and walkthrough videos.
● Engage directly with customers to troubleshoot complex issues and provide technical guidance.
● Identify opportunities to automate repetitive support processes and improve operational efficiency.
● Drive continuous improvements in support workflows, documentation, and self-service resources.
● Ensure adherence to SLAs, quality standards, and escalation processes.
● Continuously build expertise in assigned products and emerging technologies.
● Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
● 2–3 years of experience in Technical Support, Product Support, Solutions Engineering, or a similar technical role.
● Strong troubleshooting and root cause analysis skills.
● Experience working with APIs, REST services, Web technologies, and HTTP protocols.
● Working knowledge of SQL and databases for investigation purposes.
● Experience using browser developer tools, logs, API testing tools (e.g., Postman), and debugging utilities.
● Excellent written and verbal communication skills.
● Strong documentation and technical writing abilities.
● Ability to collaborate effectively with Engineering, Product, and Customer Success teams.
● Experience analyzing support data and identifying trends.
● Ability to manage multiple priorities while meeting SLAs. Customer-first mindset with strong ownership and accountability.
● Experience with additional programming languages or frameworks.
● Familiarity with customer support tools and ticketing systems.
● Previous experience in a customer-facing role.
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