Professional Services Subject Matter Expert

What you'll do

• Perform in-depth troubleshooting of complex support issues in SME areas
• Serve as escalation point for critical issues
• Provide assistance and consultation to lower level support teams and other groups
• Analyze operational aspects and share actionable insights with management
• Create and provide training and knowledge materials including new feature introductions and troubleshooting methodologies
• Collaborate with NPI Specialist on new product introductions
• Conduct periodic meetings with Product and R&D on issue prioritization and supportability
• Coordinate with professional services, support, sales, and account management teams
• Identify and close gaps in knowledge, methodologies, supportability, and automation opportunities
• Manage ad-hoc strategic activities and projects related to expertise area

Requirements

• 3+ years of experience in 2nd level support or 1+ years in 3rd level support
• Advanced technical orientation and understanding of architectural design and flows
• Familiarity with frontend and backend services and reading code
• Proficiency in troubleshooting methodologies including web, DB, analytics, APIs/SDKs, logs
• Ability to analyze operational data and provide actionable insights
• Project management skills including time management, activity tracking, and reporting
• Excellent written and verbal English communication skills
• Service quality awareness and empathy
• Experience with AI and automation in support flow automation and knowledge content creation (advantage)

Tech stack

Benefits