• Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance. • Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior. • Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams. • Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests. • Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities. • Act as the voice of the customer in internal product and engineering discussions. • Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved. • Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features. • Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues. • Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes. • Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding. • Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations.