Own the lifecycle of client-reported defects: replicate issues, provide test cases, investigate workarounds, report to engineering, and coordinate patches/fixes.
Provide expert guidance to clients on the use and configuration of Calypso products.
Collaborate with internal teams (engineering, QA, product management, customer delivery) to resolve issues and improve product functionality.
Advocate for product enhancements based on customer feedback and observed patterns.
Participate in the development of new tools and processes to improve support efficiency and customer satisfaction.
Gain and apply cross-asset capital markets knowledge, including front-to-back operations.
Maintain strong communication with customers and internal teams, ensuring timely and professional issue resolution.
