Tech Stack

Description

In this role, you'll own complex technical user issues and collaborate with Engineering and Product teams to drive resolutions. You'll use SQL and APIs to analyze data, optimize support processes, and improve the overall user experience.

Requirements

• 5+ years experience in customer-facing product support troubleshooting technical issues
• Proficiency in SQL for data analysis and querying
• Experience working with APIs
• Exceptional problem-solving and stakeholder management skills
• Experience in project management optimizing processes or support operations

Responsibilities

• Analyze and troubleshoot complex technical issues using SQL and API documentation
• Develop product expertise and work with cross-functional teams to resolve user issues
• Optimize and scale support processes using data-driven insights
• Lead continuous improvement initiatives targeting CSAT, Contact Rate, and SLA compliance
• Create and refine self-service documentation to reduce support dependency