Responsibilities
- Respond to customer inquiries via email, chat, and phone while meeting established response time targets.
- Troubleshoot and resolve entry-level to intermediate technical problems such as workflow configuration errors, API malfunctions, and data inconsistencies.
- Analyze system logs, trace workflow steps, and inspect JSON data to pinpoint root causes of failures.
- Handle support requests of varying complexity independently and escalate issues with thorough documentation when necessary.
- Submit deployment requests for customers and coordinate with internal teams to ensure timely execution.
- Identify missing or outdated knowledge base content and contribute updates to minimize recurring support tickets.
- Uphold high standards in customer communication and consistently meet response time benchmarks.
- Take part in ongoing technical and product training to strengthen platform expertise.
- Join on-call schedules and provide weekend support as dictated by assigned shifts.
Work Arrangement
Hybrid — United States, Canada, Europe, Latin America, Singapore, Bangalore, India
Other
- Participate in on-call rotations
- Occasional weekend support as required by shift patterns
- Willingness to work weekends and 24/7 on-call rotations
