• Provide high-quality technical support and consultation through Zendesk tickets and customer calls. • Handling complex and urgent customer situations, including incident response and escalations. • In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams. • Providing architectural guidance to customers on WordPress implementations. • Building and updating internal and customer-facing documentation. • Contributing to the continuous improvement of our platform, processes, and customer experience.