• Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis. • Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques. • Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction. • Proactively engage with customers, using historical data to anticipate issues and prevent future escalations. • Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap. • Leverage creativity and analytical skills to propose solutions, enhancing both the product and internal support processes. • Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed. • Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues. • Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem. • Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada).