The role serves as the primary liaison between SheerID’s B2B customers, the customer-facing Product Support team, and internal teams such as Product, Engineering, and Professional Services. The individual will be accountable for driving escalated issues and bugs to timely resolution through partnership with internal and external teams. The position requires proactive identification and driving of improvements for both the customer experience and internal efficiency. Regular reporting on key data findings to internal and external stakeholders of varying technical aptitude is expected. The role also involves preparing data and ticket reports for customer-facing meetings and providing advanced, in-depth technical product support to SheerID’s clients and their customers that is accurate, timely, and clearly communicated. Interaction with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed is a key responsibility. Meeting defined SLOs for ticket response and resolution times, ensuring complete resolution of issues directly or via available escalation paths, and developing public-facing content for SheerID’s knowledge base are also part of the job. Additionally, the individual will develop and maintain internal documentation for troubleshooting, tools, and processes, maintain advanced functional knowledge of SheerID’s products and offerings, and serve as a dedicated Support Liaison for high-profile projects and clients as assigned. Mentoring and onboarding of new hires and more junior Product Support team members, being available for rotating on-call duties via PagerDuty outside of regular business hours, and handling special projects and other duties as assigned are also included in the role.