• Provide L1/L2 triage of AppOmni's core product and flagship integrations. • Troubleshoot the majority of support tickets independently • Answer customer questions through the Zendesk support queue • Diagnose, troubleshoot, and solve problems both internally and externally • Effectively determine which customer issues warrant escalation • Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams • Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering • Represent the voice of the customer internally and advocate for key issues • Continuously analyze and improve support processes to help build a world-class support organization • Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles