Technical Customer Experience

Own inbound customer interactions end-to-end — effectively understand customer needs, and provide resolution to complex product questions, technical investigations, and product configuration — across chat, email, and Zoom meetings.

Diagnose root causes, not just symptoms, and use AI tools to work faster without losing accuracy or a human touch.

Maintain a high bar for quality, and follow through on every case you own.

Run real discovery: ask the questions that surface what a customer actually needs, not just what they asked for.

Identify when a customer's need points to a bigger product value opportunity - process redesign, deeper technical implementation, or a strategic account motion rather than a one-off fix.

Present solutions the way a customer experiences them: the reasoning, the business value, and the path forward — not a feature tour.

Customer education: Enable the customer not only on the specific solution but also on the product itself to ensure they become more independent and confident building on their own.

Collaborate directly with Tech Touch teams to hand off or co-own cases that need deeper technical or strategic engagement, so the customer gets one coherent experience, not two disconnected teams.

Flag patterns and opportunities you're seeing on the ground to TT and to CX leadership, so the wider team can act on them.

Build and share product and technical knowledge with the team; mentor newer teammates as you grow.