• Serve as a primary point of contact for customer support inquiries via ticketing systems, email, phone and other support channels • Deliver an exceptional, customer-first support experience rooted in empathy, clarity, and common sense • Troubleshoot and resolve issues within a complex software environment • Gather, organize, and communicate relevant technical details to development teams when escalation is needed • Act as a translator between customers and technical teams to ensure clarity, context, and continuity • Determine when issues can be resolved through support versus when escalation to engineering or development is required • Document issues, resolutions, and learnings clearly in internal systems and knowledge bases • Collaborate closely with a small support team and cross-functional partners to ensure smooth issue resolution • Use AI-powered tools responsibly to improve efficiency while maintaining human judgment and nuance