• Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares. • Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers. • Perform configuration and environment tuning to align customer setups with platform best practices and client requirements. • Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities. • Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting. • Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement. • Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates. • Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas.