• Act as first line support for customer issues and questions, escalating to our Solutions Engineers when appropriate • Own our customer support tools, docs, and processes, finding new ways to make your and your teammates' jobs easier with automation and AI • Provide end-to-end support for PDL’s “self-service” customers, often consisting of simple inquiries, billing questions, and account administration • Act as first line triage and support for PDL’s “Enterprise” customers, often consisting of support with SQL queries, API troubleshooting, and investigating data issues • Own our Zendesk instance and help us find new, innovative ways to provide faster support • Provide feedback to our Product team to ensure issues flagged by customers end up on their radar • Ensure our support documentation stays up to date, helping our customers solve issues independently as often as possible