• Solve complex technical puzzles by diagnosing deep-tier issues for both Kami and Book Creator, providing solutions for problems that the frontline analysts cannot resolve alone • Act as the go-to expert for the support desk, reducing the need for management to handle technical escalations • Lead high-stakes customer calls and screen-shares to troubleshoot platform bugs or integration hurdles in real-time, serving as the expert voice for our users • Deliver internal training materials and mentorship that directly improve the first-response resolution rate of the frontline team • Act as a technical mentor for Support Analysts, providing "at-the-desk" coaching and guidance to help them build their own diagnostic skills and confidence • Investigate recurring technical themes and work closely with product and engineering teams to translate user feedback into reproducible bug reports and actionable insights • Monitor high-priority ticket queues to ensure complex cases meet resolution benchmarks while maintaining the highest quality of service