Product Support

What you'll do

• Troubleshoot complex technical issues by extracting and interpreting data using SQL and API documentation.
• Coordinate with Engineering and Product teams to resolve high-level user problems and ensure platform reliability.
• Optimize and scale support processes using data-driven insights to improve operational efficiency.
• Lead initiatives to improve key performance metrics like CSAT, Contact Rate, and service-level compliance.
• Create and refine self-service documentation to empower users and reduce support volume.
• Advocate for platform improvements by translating user feedback into actionable product requirements.
• Lead cross-functional projects to identify process inefficiencies and implement long-term operational solutions.

What we're looking for

• 5+ years of experience in a customer-facing product support role focusing on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying with the ability to interpret datasets.
• Experience working with APIs.
• Strong problem-solving skills to diagnose complex issues and drive them to resolution.
• Proven experience in stakeholder management to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Strong data analysis skills with a passion for interpreting data to improve decision-making (preferred).
• Ability to explain technical concepts to both technical and non-technical stakeholders (preferred).