Customer Support Engineer

Serve as the critical link between our customers, our Customer Success team, and our Product and Engineering organizations. In this role, ensure customers have an exceptional experience by providing high-quality technical support, troubleshooting complex issues, and trending themes internally. You will be a technical expert in the Zus platform — diagnosing issues across APIs, integrations, and data pipelines, while collaborating closely with Product and Engineering to ensure a seamless experience. Act as the primary technical point of contact for customer issues after implementation - diagnose, troubleshoot, and resolve Tier 1 and Tier 2 issues and triage Tier 3 issues by gathering relevant context and partnering with engineering teams. Track, prioritize, and manage open tickets to ensure timely response and resolution to deliver an excellent customer experience. Maintain detailed and accurate records of customer interactions in the support system. Proactively identify patterns or recurring issues and share insights with product and engineering teams. Ensure timely resolution of customer support cases.