Investigate, reproduce, and diagnose software issues, understanding the why behind a bug before escalating it to engineering.
Identify recurring pain points in the customer journey or internal workflows and suggest ways to automate, document, and improve it.
Assist in mentoring junior staff, maintaining the knowledge base, and ensuring the team hits its quality targets.
Bridge the gap between the customer and the Product/Engineering teams by providing structured and clear documentation of user needs.
Qualifications
Minimum of 5 years in a professional software support or customer success role and be able to take independent ownership of technical escalations and client issues.
A solid understanding of how software works (e.g., APIs, logs, or browser dev tools). You can look under the hood to provide context to the engineering team. ...