• Serve as the primary point of contact for day-to-day client support requests, questions, and production issues. • Triage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners. • Create high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately. • Provide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop. • Coordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks. • Identify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes. • Maintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides). • Support release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.