• Serve as the escalation point for advanced technical issues, including those involving ERP integrations (e.g., NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations. • Perform in-depth log analysis, error tracing, and root cause analysis using tools such as Jira, Salesforce, and internal monitoring platforms. • Replicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams. • Address data integrity, system performance, and security/compliance concerns across ERP modules (finance, supply chain, HR, etc.). • Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting. • Work closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs. • Act as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices. • Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios. • Document all customer interactions, solutions, and troubleshooting steps in platforms like Intercom and Salesforce for future reference and team enablement. • Analyze escalation trends and recurring technical issues to recommend product/process improvements. • Participate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis. • Communicate complex technical concepts in a clear, customer-friendly manner. • Manage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management for both customers and internal stakeholders.