Serve as the primary technical voice of the customer, advocating for client needs during product issue escalations.
Conduct regular case review meetings with customer stakeholders to analyze ticket trends, identify opportunities to reduce friction, and provide updates on ongoing issues.
Collaborate closely with account teams, including Sales and Customer Success, to align priorities and drive resolution of reported issues.
Partner with Support Engineers to ensure timely resolution of client issues in accordance with SLA targets.
Participate in and lead bridge calls for escalated incidents, working directly with customers and engineering teams to expedite resolution.
Continuously monitor account health and drive improvements to the overall customer support experience.
Contribute to the ongoing evolution and strengthening of the Platinum Support program through proactive feedback and process improvements.
Participate in a weekend on-call rotation, including one Saturday or Sunday on a bi-monthly basis.

3–5 years of experience in a product support role within a software or services organization; experience in a fast-paced SaaS environment is preferred.
Bachelor’s degree in a technical field, or a business degree with relevant experience in IT support or SaaS environments.
Strong understanding of customer support processes, including case management, escalation handling, and SLA adherence.
Proven ability to communicate effectively with both technical and non-technical stakeholders, including senior customer contacts.
Experience working cross-functionally with engineering, product, and customer-facing teams.
Familiarity with relational and non-relational databases such as MySQL, MongoDB, or Elasticsearch.
Strong analytical and problem-solving skills, with the ability to identify trends and drive continuous improvement.
Experience with scripting languages such as Python or JavaScript is a plus.

Comprehensive suite of benefits designed to help each member of our team thrive.
Voluntary healthcare coverage in countries where applicable.
Paid time off to recharge and spend time with loved ones.
Open Mentoring Program designed to create meaningful connections that support growth.

Platinum Support Account Manager – Specialist

Key skills