• Understand and clearly articulate customer needs and requirements • Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs • Brainstorm and implement ways to streamline processes for fast and adaptable support structures • Identify, verify, and reproduce difficult issues to solve customer problems from various sources. • Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery • Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues • Collaborate with functional testers in Quality Assurance for testing and regression analysis. • Facilitate resolution of complex issues involving multiple teams • Interact as part of multiple development teams to find customer solutions • Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution • Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders • Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement