• Join Sales and Success calls to answer technical questions, assist with setup, and guide customers through complex implementations. • Handle escalations from Sales, Success, and Support, including tickets, emails, calls, and screenshares. • Troubleshoot advanced issues involving APIs, MSI deployments, networking, MDM configuration, and integrations. • Provide clear and empathetic explanations that help customers understand solutions and next steps. • Diagnose complex technical issues and determine root causes. • Document findings, patterns, and solutions to improve internal knowledge and reduce repeat escalations. • Assist large customers with onboarding, especially those with extensive user bases or advanced deployment needs. • Help customers adopt features such as silent installation, Hubstaff’s API, tool integration, and payroll. • Develop scalable onboarding content that simplifies adoption, shortens time to value, and decreases support demand from end users. • Collaborate closely with Sales, Success, Support, and Engineering to ensure smooth handoffs and consistent customer experiences. • Contribute to internal tooling, documentation, and process improvements.