• Serve as a primary point of contact for Version2 customer support inquiries, delivering thoughtful, timely, and high-quality responses • Build trusted relationships with customers by clearly explaining issues, solutions, and next steps • Troubleshoot customer-reported issues, including data discrepancies, file formatting challenges, and system behavior questions • Provide proactive guidance to help customers get the most value from Version2 • Partner closely with Customer Success Managers and the Operations team to ensure seamless customer handoffs and shared context • Identify potential product bugs, data issues, or technical gaps and create clear, actionable Jira tickets for Engineering • Collaborate cross-functionally to resolve issues efficiently while keeping customers informed throughout the process • Participate in shared on-call coverage during holidays as part of a growing support team • Own and continuously improve our support tooling (HelpScout), including workflows, tagging, reporting, and automation • Identify, create, and maintain knowledge base articles to empower customers and reduce repeat support requests • Analyze support trends to surface insights, recurring issues, and opportunities for product or process improvements • Help define, document, and refine Version2 support processes as the product and customer base grow • Contribute to building an industry-leading support experience that scales efficiently without sacrificing quality • Lay the groundwork for future support growth, including documentation, tooling, and operational best practices