- Troubleshoot application issues and determine effective solutions.- Accurately document all issues and related information on the ticketing system (Zendesk)- Be a source of internal escalation for the support teams.- Empower customers to get the most out of our products by developing and sharing best practices to increase customer ROI.- Collaborate with Product Development Teams to share customer feedback and ideas around product improvement.- Write SQL queries.- Troubleshoot API calls with postman.- Scour datadog logs for analysis on bugs.- Create Jira, Salesforce projects/tickets for internal teams.

• Support customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions. • Document customer interactions in CMS (Salesforce) and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

• Solved and redirected urgent issues such as sites offline/outages and/or major environment issues by coordinating different parties involved such as networking/database/webtech teams through Jira, Salesforce, opsmart and other tools. • Read logs and replicated issues in instances to document and find the root cause of bugs/issues related to SaaS to either resolve by following guidelines or escalate to Tier 2.• Trained and coached new support specialists from day 1 to 2 months into production• Created client-requested SQL queries for different reports in Oracle SQL developer and/or postgres.

• Increased KPIs MoM for a new team, including Quality, CSATs, response time. • Evaluated employee performance on monthly basis and coached team members, increasing quality of work and employee motivation.• Identified and corrected deficient performance and behaviors to achieve maximum productivity.• Conducted meetings with client to inform about current KPIs and plans for improvement.

• Increased quality KPIs by addressing employee or workflow issues directly and implementing timely solutions.• Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills• Instructed junior team members on protocols and procedures related to ticket management to maximize contributions.• Received escalations from tier 1 CSS, to resolve issues by reading stacktrace logs and HAR files.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions. • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service