Product Support Engineer - APAC

Responsibilities

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows to determine whether
• Support can resolve them or Engineering should be involved.
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
• Build trusted working relationships with frontline
• Support, Engineering, Product, Customer Success, and customers.
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
• Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.
• Build the APAC coverage and handoff model with teammates in EMEA and AMER, while bringing regional customer patterns to the global
• Support Engineering team.
• Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

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