• Troubleshoot Incidents: Investigate and resolve product-related incidents to full resolution or escalate them through appropriate channels when necessary. • Incident Queue Management: Maintain an individual incident queue, ensuring timely and accurate updates and communications with both customers and internal resources. • Customer Engagement: Answer customer inquiries, engage in discussions with customers on Sifters (our online customer community), and assist them in finding solutions to their challenges. • Knowledge Base Articles: Contribute to the development of customer-facing knowledge base articles to empower customers with self-help resources. • Cross-function Collaboration: Collaborate with customers, CSMs (Customer Success Managers), Product, and Engineering teams to resolve inquiries, clarify technical issues, and oversee escalated cases to completion • Data Pulls: Provide support for custom data pull requests, leveraging SQL/Snowflake and Python skills for advanced customer needs