Key Responsibilities:
- Handle escalated customer tickets (L2), perform in-depth root cause analysis, and drive timely resolution.
- Communicate with customers primarily via e-mail, and also through Slack, MS Teams and phone as needed.
- Collaborate cross-functionally with Product, Engineering, QA, Design and DevOps teams to investigate and resolve platform-level issues.
- Apply a structured and data-driven approach to debugging issues in areas such as API integration, campaign workflows, user interface, and data syncing.
- Provide technical walkthroughs and consultative guidance to customers on platform capabilities and best practices.
- Document solutions thoroughly in ticketing systems and contribute to the knowledge base for internal and customer use.
- Identify trends and proactively suggest product or documentation improvements based on recurring customer pain points.
- Participate in post-incident reviews, RCA documentation, and follow-ups with impacted customers.
- Provide support during product upgrades or critical incidents, including weekends or holiday coverage on a rotational basis.
Required Skills & Experience:
- 3+ years of experience in a technical support or product support role in a SaaS or MarTech environment.
- Demonstrated ownership of L2+ escalation issues with strong analytical thinking and troubleshooting depth.
- Strong written and verbal communication skills with the ability to simplify complex technical concepts.
- Hands-on experience with web technologies: APIs (REST), HTML, CSS, JavaScript, SQL, JSON, and browser dev tools.
- Comfortable using tools like Postman, Grafana, Jira, Confluence or similar systems.
- Prior experience supporting US-based customers and working US time zone hours (minimum 1 year).
- Customer-first mindset with excellent consultative and advocacy skills.
- Ability to manage multiple priorities and deliver under pressure in a fast-paced support environment.
- Experience in writing or reviewing runbooks, playbooks, and RCA documents.
Preferred Qualifications:
- Exposure to marketing automation platforms, customer data platforms (CDPs), or personalization engines.
- Experience with SQL-based investigation and understanding of event/data pipelines.
- Familiarity with tools like Honeycomb, AWS, Snowflake or similar platforms is a plus.
- Experience in incident management or working with on-call rotations using PagerDuty.
- Expereince in GenAI tools like OpenAI, MS Co-Pilot or Deepseek.
Soft Skills:
- Self-starter who can work independently with minimal supervision.
- Strong collaboration skills and a positive attitude in cross-team environments.
- Detail-oriented with a passion for problem-solving and continuous learning.
