What you will own:
First response and first-line resolution
• Own the support queue end to end: acknowledge recent requests promptly, classify them by severity, and drive every item to resolution or to a complete handoff.

• Answer usage and configuration questions directly, from the documentation and your own understanding of the product. A large share of inbound volume is not a defect: there are questions, workflow misunderstandings, enhancement ideas, and reports that turn out to be working as designed. Resolving those yourself is one of the main contributions of the role.

• Where the system behaviour is expected, walk the user through the correct workflow and close the loop with them. Where it is a defect, confirm that properly before escalating.

• Go back to the requester for whatever is missing, including screenshots, record references, steps to reproduce, timestamps and setting detail.

Technical investigation and triage
• Carry out first-level technical triage: inspect application and cloud logs, run read-only database queries, reproduce the reported behaviour,



and form your own view of the likely cause.

• Read application code well enough to locate the relevant logic and confirm or rule out a hypothesis.

• Work each ticket from more than one angle before drawing a conclusion, and recognise when you have reached the limit of what you can resolve on your own.

• Treat our internal AI triage tooling as a starting point rather than an answer. Check its classification and its suggested cause, correct it where it is wrong, and add your own findings.

Escalation and follow-through :
• Escalate only the tickets that need it, with a reproducible case, logs, affected records, setting detail and your own analysis attached.

• Create and own the tasks sent downstream to the engineering team, then follow them through fix, review and release, and verify in production.

• Push back where a request sits outside agreed scope, and route it as an enhancement rather t

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