Owns complex customer and partner support cases across SaaS and on-premise products. Responsibilities include triage, SQL-based data troubleshooting, log analysis, root-cause investigation, defect escalation, production monitoring, incident response, customer communication, knowledge development, and support automation. The role uses Claude, Intercom AI, workflows, and other automation tools while maintaining human accountability for technical conclusions. Participation in an out-of-hours on-call rota and occasional travel is required.