Serve as the primary technical escalation point for database-related customer issues, responding via email, ticketing systems, and video calls with precision and clarity.
Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster.
Dig into complex issues across relational databases, data warehouses, data lakes, and cloud object storage, not just finding workarounds but partnering with Engineering to root-cause and drive real fixes.
Support customers through onboarding and troubleshooting for SSH tunnels, network configuration, database user permissions, CDC setup (WAL/binlog/redo logs), and warehouse/lake authentication.
