This role suits someone who enjoys detective work, communicates clearly with both engineers and non-technical stakeholders, and wants to shape how a support organization operates — not just close tickets.

Responsibilities

Investigation & Resolution

• Investigate technical issues using system logs and direct database queries to identify root causes.
• Isolate and resolve customer-specific problems, distinguishing account-level configuration issues from platform-wide defects.
• Apply deep knowledge of platform features and services to troubleshoot edge cases that fall outside standard runbooks.

Integrations & Third-Party Services

• Troubleshoot third-party integrations and monitor logs from SendGrid, Twilio, Nylas, and CRM audit trails.
• Analyze Twilio services and usage to identify issues and surface cost-saving opportunities (e.g., Twilio Lookup API optimization).
• Troubleshoot Google Workspace (Google Admin) issues, including user management, license allocation, mail forwarding, and group settings.

Documentation & Engineering Handoff

• Submit comprehensive bug reports with logs, environment details, and clear steps to reproduce.
• Contribute to internal documentation and technical knowledge base articles so recurring issues are resolved faster over time.

Product & Process Improvement

• Share structured product feedback grounded in real-world customer issues and observed system limitations.
• Identify process inefficiencies in the support workflow and propose concrete improvements.

Reporting & Communication

• Deliver a daily report to the team covering open escalations, stuck tickets, and tickets requiring management approval.

' data-parsley-minlength='10' data-parsley-minlength-message='Min limit is 10 Characters' errorMessage='' >

You'll be the technical escalation point for customer-reported issues: the person who reads the logs, queries the database, and finds the root cause when frontline support can't. You'll work across our platform and its third-party integrations (Twilio, SendGrid, Nylas, dealer CRMs), turn what you learn into documentation and bug reports engineering can act on, and feed structured product insight back into the roadmap.

This role suits someone who enjoys detective work, communicates clearly with both engineers and non-technical stakeholders, and wants to shape how a support organization operates — not just close tickets.

Responsibilities

Investigation & Resolution

• Investigate technical issues using system logs and direct database queries to identify root causes.
• Isolate and resolve customer-specific problems, distinguishing account-level configuration issues from platform-wide defects.
• Apply deep knowledge of platform features and services to troubleshoot edge cases that fall outside standard runbooks.

Integrations & Third-Party Services

• Troubleshoot third-party integrations and monitor logs from SendGrid, Twilio, Nylas, and CRM audit trails.
• Analyze Twilio services and usage to identify issues and surface cost-saving opportunities (e.g., Twilio Lookup API optimization).
• Troubleshoot Google Workspace (Google Admin) issues, including user management, license allocation, mail forwarding, and group settings.

Documentation & Engineering Handoff

• Submit comprehensive bug reports with logs, environment details, and clear steps to reproduce.
• Contribute to internal documentation and technical knowledge base articles so recurring issues are resolved faster over time.

Product & Process Improvement

• Share structured product feedback grounded in real-world customer issues and observed system limitations.
• Identify process inefficiencies in the support workflow and propose concrete improvements.

Reporting & Communication

• Deliver a daily report to the team covering open escalations, stuck tickets, and tickets requiring management approval.