Own resolution of technical issues for enterprise customers from first response to resolution.
Serve as primary accountability point for accounts; communicate clearly with customers and teams.
Investigate and resolve complex production issues independently; partner with Eng when needed.
Take ownership of minor-to-moderate configuration changes in customer environments using our tools.
Write incident summaries and root-cause explanations for customers and leadership.
Initiate AI-assisted workflows and help teams adopt new tools.

🎯 Requirements

At least 3+ years in technical, customer-facing SaaS support.
Strong problem-solving; work through ambiguous, high-stakes issues.
Excellent written and verbal communication with enterprise customers.
Experience with graph DBs (Neo4j), NoSQL, or distributed SQL (Yugabyte).
REST APIs and API-testing tools such as Postman.
BS in Computer Science/Computer Engineering/IT or related degree preferred.

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