Supports customers throughout onboarding and the customer lifecycle, providing L1 technical support, configuration, training, issue resolution, and success measurement. Builds relationships with key customers, advocates for customer needs in product planning, collaborates with Sales on expansion opportunities, and improves customer success processes. Works cross-functionally with Product, Marketing, Development, and Customer Success teams while providing global coverage.

Lead end-to-end UX for complex enterprise/OSINT products: translate user needs into scalable designs, run research and workshops, create flows/wireframes/prototypes, champion accessibility and design-system governance, and partner with PM and Engineering to deliver usable, mission-critical experiences.

Implement and maintain record-matching and text-analytics components, translate linguistic theory into production features, optimize search internals (Elasticsearch), collaborate in agile sprints, and help design scalable APIs and architectures to improve record-matching quality and reliability.