· Own and resolve complex technical escalations, including issues that require deep product, log, and environment analysis.
· Reproduce customer-reported defects, isolate root cause, and drive issues to resolution or to a formal engineering handoff.
· Serve as a technical resource and mentor for Level 1 support staff.
· Build customer trust by translating complex product issues into clear, business-relevant guidance that supports successful outcomes.
· Troubleshoot customer API integrations (REST, webhooks, authentication, payloads, rate limits, error handling).
· Configure and troubleshoot AI-powered product features, escalating unresolved or ambiguous model-behavior issues to Engineering.
· Read and debug code to reproduce issues, and build simple test scripts to speed up diagnosis.
· Review logs, queries, and configurations to pinpoint failures.
· File clear, reproducible bug reports, partner with Development on root cause, and support QA in validating fixes for cases you have worked.
· Surface recurring customer pain points to Product and management.
· Document root causes, workarounds, and solutions as new or updated knowledge base articles.