• Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems. • Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents. • Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence. • Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions. • Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement. • Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team. • Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty.