Have experience in technical support engineering, support/escalation engineering, solutions engineering, SRE/production support, or software engineering - preferably in B2B SaaS, where you worked directly in a production codebase and data. Build the Knowledge Base: Turn every investigation into reusable knowledge - runbooks, known-issue write-ups, diagnostic queries, and triage guides - so the same question takes minutes, not hours, the next time, and so the customer team can self-serve more over time.