Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to 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 flows.Query 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 hours
