• Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps. • Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance. • Work directly with customer technical staff, managing competing priorities with a sense of urgency. • Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation). • Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools. • Participate in on-call rotations with short response times to manage critical incidents.