Incident & Bug Analysis: Investigate issues escalated from Tier 1, analyze log files and backend data, and work closely with R&D to identify root causes, validate bug reports, and support testing of fixes and patches. * Cross-Functional Collaboration: Collaborate with Customer Success, Product Management, R&D, Engineering, Support Tier 1, Sales and Training to align on issue handling, improve documentation, and support release readiness. * Strong communicator able to collaborate effectively with R&D on technical investigations.
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