Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to the root causeUse observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed servicesRead code across multiple repositories to verify hypotheses and trace request flowsQuery databases when needed to confirm system state and reproduce issuesManage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chainCommunicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation managementPartner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for customer impactDocument findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvementsParticipate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hoursTake ownership of a technical domain within the platform and act as the reference point for the team in that areaDevelop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the team relies onAnalyse recurring failure patterns to drive platform improvements, and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teamsApply AI tooling to our daily work -  evaluate tools and agents, identify where they add leverage, and share what works with the teamSupport the onboarding of new team members and help raise the standard for technical investigation and customer communication
