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Perform technical investigations for platform, application, and assessment-related issues
Troubleshoot production incidents, operational failures, performance issues, and customer-reported bugs
Analyze application logs, system behavior, APIs, database records, and workflows to identify root causes
Validate bug fixes and support release verification activities
Collaborate closely with Engineering teams to reproduce issues and accelerate resolution
Create detailed technical documentation and investigation reports for escalated issues
Support operational monitoring, service health checks, and incident response activities
Contribute to automation initiatives that improve operational efficiency and reduce manual effort
Participate in on-call support rotations and incident response processes
Manage customer support tickets through HubSpot CRM
Investigate, prioritize, and resolve customer-reported issues within defined SLA timelines
Identify recurring issues and recommend long-term corrective actions
Build and maintain troubleshooting guides, operational runbooks, and support documentation
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CJ