• Own all pre-Day 1 file reviews, document checks, and technical issue resolution. • Troubleshoot problems with file splits, document processing, data extraction, or any regeneration failures. • Ensure that all known issues are addressed prior to trial kickoff and that customers begin their trial with clean, stable, and functioning cases. • Act as the direct point of escalation for PES. • Own all troubleshooting during the trial period, including document issues, regeneration requests, setup blockers, or unexpected product behavior. • Coordinate directly with Engineering and Product to surface issues quickly, gather technical details, and relay timely updates back to the customer. • Maintain accurate logs of issues, timelines, and resolutions to support trial success metrics and internal visibility. • Ensure every customer remains unblocked throughout the trial lifecycle. • Act as the central communication channel between customers/prospects and internal technical teams for all support-related matters. • Triage issues, determine urgency, and route them to the appropriate engineering or product owner. • Provide consistent follow-up, ensuring customers are kept informed until full resolution is achieved. • Build and maintain strong relationships with Engineering, Product, Sales, and Customer Success to support rapid diagnosis and execution. • Stay current on all product functionality, upcoming features, and known limitations. • Track release notes, test new features, and proactively anticipate the impact on live trials. • Educate internal teams ahead of calls regarding known issues, workarounds, and new product behaviors.