**Key responsibilities:** - Provide timely, efficient technical support with prompt responses to customer inquiries. - Troubleshoot and resolve customer issues via phone and other communication channels. - Follow up with customers post-troubleshooting to ensure full product functionality. - Collaborate with the engineering team to address complex technical challenges. - Work closely with the product team, incorporating customer feedback into product improvements. - Build and maintain an internal knowledge base with useful guides and solutions. - Continuously refine and enhance the customer support process for better efficiency. - Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams. - Participate in customer meetings when needed to troubleshoot and resolve issues directly.