The role involves serving as a primary point of contact for users by investigating, tracking, and responding to support inquiries. The individual will manage high-urgency issues and provide high-touch support to strategic customers. Responsibilities include identifying technical knowledge gaps and creating resources to improve team capabilities. The position requires collaborating with internal stakeholders to diagnose issues and drive process improvements to increase user satisfaction. The role also entails managing on-call tasks to ensure continuous support coverage.

Candidates must have experience providing technical product support within a second-tier, escalated, or priority support team. Proficiency with APIs and technical SaaS products is required, along with the ability to interpret technical documentation. Applicants should demonstrate strong written communication skills and the ability to thrive in fast-paced, reactive environments while meeting core support metrics. A minimum of a bachelor's degree or an equivalent combination of education, training, and experience in a relevant field is required.