• Act as the primary point of contact for customer inquiries and internal support tickets from client-facing teams via email, recorded screenshares, live video calls, and internal channels • Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams • Work directly with customers to troubleshoot setup, data health issues, and product-related questions • Identifies educational gaps in how customers understand the platform and works to close those gaps through documentation, product changes, improved onboarding, or better explanations • Collaborates closely with Customer Success, Product, and Engineering—working cross-functionally without needing deep backend expertise—and understands when to escalate technical or product-level issues with clear context and detailed reproduction steps • Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes • Surface patterns in customer pain points and provide actionable feedback to Product and Engineering • This role will help shape how support operates and scales over time