• Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction. • Serve as the first point of contact for customer sites, providing prompt response and resolution. • Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers. • Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues. • Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs). • Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation. • Maintain clear, professional, and timely communication with customers throughout the support process.