Job Description

Description

Key Responsibilities

  • Serve as the primary technical voice of the customer, advocating for client needs during product issue escalations
  • Conduct regular case review meetings with customer stakeholders to analyze ticket trends, identify opportunities to reduce friction, and provide updates on ongoing issues
  • Collaborate closely with account teams, including Sales and Customer Success, to align priorities and drive resolution of reported issues
  • Partner with Support Engineers to ensure timely resolution of client issues in accordance with SLA targets
  • Participate in and lead bridge calls for escalated incidents, working directly with customers and engineering teams to expedite resolution
  • Continuously monitor account health and drive improvements to the overall customer support experience
  • Contribute to the ongoing evolution and strengthening of the Platinum Support program through proa...

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