The role involves assisting customers and pre-sales teams with the diagnosis and resolution of complex technical issues. The individual will collaborate with cross-functional teams including backend, frontend, DevOps, design, and product groups to optimize service performance. Responsibilities include developing best practices and tools for issue diagnosis and contributing to the continuous improvement of support operations. The position requires participation in quarterly projects and periodic on-call duties to enhance automation and internal processes.

Candidates must possess a U.S. Bachelor's degree or foreign equivalent in Computer Science, Software Engineering, Information Systems, Data Science, or a closely related technical field. A minimum of two years of experience in a customer-facing technical role at a cloud or SaaS provider is required. Proficiency in SQL, including JOINs, aggregations, and window functions, is essential. Additionally, the role requires experience with data modeling and query performance troubleshooting.