Analyze and troubleshoot complex tech issues via direct user interaction using SQL.
Own complex user issues; coordinate with Engineering and Product to resolve.
Scale support ops; use data-driven insights to improve UX.
Lead CSAT, contact rate, and SLA initiatives.
Create and refine self-service documentation to reduce support dependency.
Collaborate with Product and Engineering to improve the platform from feedback.
Lead cross-functional projects to identify inefficiencies and implement solutions.
Drive innovation in user support strategies and workflows.

🎯 Requirements

5+ years in customer-facing product support.
Proficiency in SQL for data analysis and querying.
Experience with APIs.
Strong problem-solving and resolution skills.
Stakeholder management and cross-functional collaboration.
Project management experience optimizing processes.

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