• Provides front-line troubleshooting support for application issues; listens actively to customer concerns and asks follow-up questions to identify root causes. • Researches and resolves application or service issues using available tools, product documentation, and internal resources. • Escalates more complex issues to senior team members or development, including clear documentation of the problem. • Manage support cases, following through with them to completion. • Requesting assistance from peers or management when needed. • Monitors incoming emails and support cases to ensure timely response and resolution. • Stays current with product updates and participates in internal training to expand product knowledge. • May assist with documenting solutions and contributing to internal knowledge sharing. • May support basic hardware performance and capacity monitoring related to applications.