• Respond to customer support requests via Pylon, Slack, in-app chat, and email. • Diagnose and resolve common, documented issues related to user access and permissions, platform usage and workflows, data visibility or expected system outputs. • Follow established troubleshooting guides and support playbooks. • Clearly communicate findings, next steps, and resolutions to customers. • Accurately classify and document incoming support requests. • Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available. • Track escalated issues and communicate status updates back to customers. • Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides. • Identify recurring issues and flag documentation or process gaps to the team. • Maintain clean, well-documented tickets that support efficient collaboration. • Meet defined first response time (FRT) and resolution SLAs. • Deliver professional, clear, and customer-focused support interactions. • Support overall team goals for customer satisfaction and ticket backlog health.