Support Engineer

• Own frontline support: ~50 tickets/day via Intercom, Slack, and email.
• Hit SLAs: first response ≤5 min, resolution target ≤30 min.
• Triage and troubleshoot using Google Cloud Console and Firebase; read JSON for diagnostics.
• Document incidents, maintain runbooks, and drive clear customer comms.
• Coordinate with Success and Forward Deployed Engineers for escalations.
• Operate during US East Coast hours with on-call responsiveness and uphold HIPAA-aligned practices.
• First-month focus: ramp on MIDI workflows, tools, escalation paths; achieve SLA compliance and publish daily ticket metrics; draft and refine runbooks for top issues and handoffs.
• 90-day OKRs: ≥95% first-response within 5 minutes; ≥90% resolved within 30 minutes; maintain CSAT ≥95% while handling ~50 tickets/day; zero missed-coverage incidents during East Coast hours.

Technical Support Specialist

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Support Analyst