• Respond to and resolve escalated technical support inquiries from customers, ensuring timely and effective issue resolution. • Collaborate closely with Tier 1 Support Representatives to provide in-depth technical assistance and guidance. • Diagnose and troubleshoot complex software issues related to our healthcare SaaS applications, utilizing your familiarity with Angular, .NET, and SQL Server. • Analyze and debug software defects, documenting solutions and best practices for future reference. • Collaborate with cross-functional teams, including Development, QA, and Product Management, to address technical challenges and enhance product quality. • Contribute to the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides. • Participate in on-call rotations to provide after-hours support when required. • Proactively identify areas for process improvement and propose solutions to enhance the support experience for both customers and internal teams.