• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution. • Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations. • Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket. • Work with Grafana dashboards and monitoring tools to diagnose system and integration problems. • Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements. • Provide clear, proactive communication with customers, managing expectations during high-impact issues. • Share knowledge through documentation, runbooks and training sessions to empower customers and teammates. • Advocate for customers internally, ensuring their needs influence product priorities and enhancements.