• Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D • Own support cases from initial investigation through resolution, ensuring high customer satisfaction • Support deployment, configuration, and optimization of Oligo’s platform in complex, cloud-native and hybrid environments • Troubleshoot issues using logs, SQL queries, APIs, and system-level tools • Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities • Lead or contribute to root cause analysis and proactive problem prevention • Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles • Participate in on-call rotation for after-hours, weekend, and holiday coverage as required • Help improve operational tooling, playbooks, and support workflows as the team scales