I’m delighted to welcome @Rita to the forum and to Glowforge! This is normally called something like “Support”, but we don’t like that. At most companies, “Support” is the person whose job it is to get rid of you as quickly as possible (what they euphemistically call a “cost center”). Rita’s job is to take a moment when you may be unsure - how do I do this? is something wrong? what’s that weird clicking noise? - and turn it into unadulterated delight.
Her job is making Glowforge ownership a magical experience. To be fair, that’s all our jobs - but especially hers.