Own complex technical escalations for strategic SaaS customers from intake through root-cause resolution. Investigate logs, live data stores, and configuration issues using internal tooling and SQL, SOQL, or equivalent queries. Communicate investigation timelines, maintain SLA and ticket-quality standards, escalate defects with clear impact, improve documentation and AI-generated answers, and provide technical reviews. The role also develops teammates’ investigative skills and requires sound judgment when balancing customer, Sales, and Engineering priorities.

Design and implement backend services and data pipelines to match business activities to context. Perform data-driven research, build scalable ML/LLM systems, write tests, create observability and runbooks, and collaborate across teams to deploy and operate production services.

Lead platform roadmaps for Matching, Activity Capture, and CRM integrations. Improve data quality, instrument metrics, triage customer issues, represent platform in customer and IT settings, and enable CS/SE teams while bringing AI tools into product workflows.