• Working with business and product teams to understand product vision and requirements • Provide timely technical support to customers during US working hours, addressing issues related to service levels, cloud infrastructure, data storage, access control, authorization etc. • Investigate and troubleshoot problems by analyzing logs, reviewing system metrics, and tracing functional flows across multiple applications • Create and deploy data patches when necessary to resolve customer issues quickly and effectively • Communicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution process • Coordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challenges • Escalate critical issues appropriately & follow through to ensure timely resolution • Participate in incident response & post-mortem activities to prevent recurring issues • Share customer insights & feedback with product and engineering teams to drive improvements • Monitor cloud infrastructure and services to proactively identify potential issues • Manage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issues • Understand and navigate the functional workflows of core applications to diagnose problems effectively • Document technical solutions, create knowledge base articles, and contribute to internal runbooks