• Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues. • Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents. • Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios. • Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior. • Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners. • Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution. • Write clear, actionable bug reports with strong reproduction steps and customer impact context. • Track issues through resolution and communicate updates clearly to customers and internal stakeholders. • Act as a bridge between technical teams and customers with varying levels of technical aptitude. • Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices. • Serve as a go-to resource for Specialists navigating difficult or ambiguous cases. • Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team. • Model excellent customer communication, prioritization, and decision-making under pressure. • Identify themes, patterns, and systemic issues emerging from escalations and complex tickets. • Surface actionable insights to User Operations leadership to inform product, tooling, or process improvements. • Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.