• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. • Meeting or exceed customer expectations on response quality, timeliness and overall customer experience • Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. • Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times • Reproducing customer problems internally, to enable the development and testing of a resolution • Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers • Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread • Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches • Actively prioritizing tasks/workload with self-discipline and good timekeeping • Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. • Leading escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.