Support Engineer

• Assist with planning and executing software updates and new feature rollouts. This includes documenting processes and plans and coordinating across departments and support teams.
• Strengthen the feedback loop: Manage the collection, structuring, and distribution of feedback from customers, sales, and support teams.
• Triage incoming feedback, identify trends, and synthesize insights to inform product decisions.
• Support product data and reporting: Assist in collecting and analyzing quantitative and qualitative product data. Help create dashboards and reports on key metrics, such as product usage and feature adoption, to help inform strategic decisions.
• Act as a subject matter expert: Serve as a primary point of contact regarding product functionality, upcoming changes, and known issues. Help maintain and update product documentation and training materials.
• Facilitate operational processes: Identify and implement process improvements to enhance the product development lifecycle and overall team efficiency.

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