Own and prioritize support cases from customers and partners; resolve via email and screen share.
Troubleshoot error messages and unexpected behaviors; identify root causes and deliver fixes.
Perform backend configuration tasks including data transformations, uploads, migrations.
Manage L1-L3 cases for assigned solutions and SME areas; own the most demanding issues.
Lead L3 end-to-end resolution; coordinate with Engineering; primary for P2 incidents.
Mentor fellow Technical Support Engineers; share expertise across 4+ SME areas.

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