Handle customer escalations through ticketing system
Use internal observability tools to diagnose and scope customer-facing issues
Collaborate directly with customers via Slack and other channels
Develop internal tools and documentation to improve support experience
Provide technical guidance to customers' developers on API integration best practices
Troubleshoot and diagnose customer issues, escalate with context to engineering team

🎯 Requirements

2+ years of work experience in B2B customer-facing technical support or engineering
Experience working closely with engineering teams and providing technical feedback on customer
Ability to debug and triage bugs and escalations from customers
Communicate technical capabilities of product to customers
Experience writing scripts or internal tools using APIs, functional knowledge of SQL
Strong written and verbal communication skills with ability to break down complex technical concepts

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