Provide advanced technical support to SaaS customers, resolving complex product, integration, API, and service issues. Manage escalations, investigate root causes, coordinate with Engineering, support Premium customers, mentor teammates, create Help Center content, and improve team processes. The role requires strong communication, customer empathy, troubleshooting expertise, and the ability to manage multiple priorities across time zones while meeting support KPIs.

Provide frontline B2B SaaS product support through chat, email, and other channels. Troubleshoot product, configuration, and integration issues; investigate root causes; explain solutions to customers; document and escalate complex issues; collaborate with Product, Engineering, and Customer Success; maintain knowledge resources; and identify recurring issues to improve product usability and stability.