You're the first responder for production issues and the bridge between "the system ran" and "the customer got the right answer."
This is a hands-on engineering role with a support mandate, not ticket routing. You'll spend your time reproducing real customer issues, finding the root cause, and shipping the fix yourself. Because the platform spans many document types and customer-specific rule sets, a large part of the job is judgment: deciding which of several plausible causes is the real one, and whether a fix generalizes or only patches one case.
