• Provide technical support to customers via phone, email, and other communication channels. • Diagnose and troubleshoot technical issues reported by customers, related to our products or services. • Document customer issues and resolutions accurately and thoroughly in our ticketing system. • Collaborate with cross-functional teams, including engineering and product development, to resolve complex technical issues. • Escalate unresolved issues to appropriate teams and follow up with customers to ensure resolution. • Proactively identify trends and patterns in customer issues and provide feedback to improve product quality and customer experience. • Assist in creating and updating technical documentation, knowledge base articles, and training materials for customers and internal teams. • Participate in an on-call rotation to provide after-hours support when necessary. • Flexibility to work alternative shift hours is essential.