Key Responsibilities:
- Handleescalated customer tickets (L2), perform in-depth root cause analysis, and drivetimely resolution.
- Communicate with customersprimarily via e-mail, and also throughSlack, MS Teams and phoneas needed.
- Collaborate cross-functionallywith Product, Engineering, QA, Design and DevOps teams to investigate and resolve platform-level issues.
- Apply astructured and data-driven approachto debugging issues in areas such as API integration, campaign workflows, user interface, and data syncing.
- Providetechnical walkthroughs and consultative guidanceto customers on platform capabilities and best practices.
- Document solutionsthoroughly in ticketing systems and contribute to theknowledge basefor internal and customer use.
- Identify trends andproactively suggest product or documentation improvementsbased on recurring customer pain points.
- Participate inpost-incident reviews, RCA documentation, and follow-ups with impacted customers.
- Provide support duringproduct upgrades or critical incidents, including weekends or holiday coverage on a rotational basis.
Required Skills & Experience:
- 3+ yearsof experience in a technical support or product support role in aSaaS or MarTech environment.
- Demonstratedownership of L2+ escalation issueswith strong analytical thinking and troubleshooting depth.
- Strong written and verbalcommunication skillswith the ability to simplify complex technical concepts.
- Hands-on experience withweb technologies: APIs (REST), HTML, CSS, JavaScript, SQL, JSON, and browser dev tools.
- Comfortable using tools likePostman, Grafana, Jira, Confluenceor similar systems.
- Prior experience supportingUS-based customersand workingUS time zone hours(minimum 1 year).
- Customer-first mindsetwith excellent consultative and advocacy skills.
- Ability to managemultiple prioritiesand deliver under pressure in afast-paced support environment.
- Experience in writing or reviewingrunbooks, playbooks, and RCA documents.
Preferred Qualifications:
- Exposure tomarketing automation platforms, customer data platforms (CDPs), or personalization engines.
- Experience withSQL-based investigationand understanding ofevent/data pipelines.
- Familiarity with tools likeHoneycomb, AWS, Snowflakeor similar platforms is a plus.
- Experience inincident managementor working withon-call rotationsusing PagerDuty.
- Expereince in GenAI tools like OpenAI, MS Co-Pilot or Deepseek.
Soft Skills:
- Self-starter who can work independently with minimal supervision.
- Strongcollaboration skillsand a positive attitude in cross-team environments.
- Detail-oriented with a passion for problem-solving and continuous learning.
