• Capture, document, and triage customer-reported issues. • Manage support ticket systems (e.g., Jira) to track, prioritize, and assign issues effectively. • Troubleshoot chat and agent behaviors to identify root causes. • Act as the first line of technical support, escalating complex issues when needed. • Test platforms, agents, and prompt libraries against defined acceptance criteria. • Validate new agent versions and ensure successful rollout across client environments. • Provide structured feedback loops to the Enablement team for iterative improvements. • Maintain and populate client-facing documentation and knowledge bases. • Support version control for prompts, templates, and agents. • Ensure prompt libraries and agent versions are distributed consistently across environments. • Syndicate demo and training materials across client platforms. • Partner with the Enablement team to ensure training content reflects the most current agent versions and best practices. • Provide insights from recurring issues to help refine enablement strategy.