• Provide timely and effective resolution of Level II technical support tickets, maintaining a high level of customer satisfaction. • Serve as a subject matter expert of Eon’s solutions, demonstrating comprehensive knowledge and proficiency. • Collaborate with internal teams, including Product Development, to identify, prioritize, and resolve technical issues. • Document and track customer inquiries, troubleshooting steps, and resolutions in the support ticketing system. • Conduct root cause analysis to identify trends and recurring issues, proposing and implementing proactive solutions to enhance product reliability and performance. • Assist in the creation and maintenance of knowledge base articles, user guides, and other support documentation to empower customers and improve self-service capabilities. • Participate in on-call rotations and provide after-hours support as needed to ensure continuous service availability for our clients.