• Serve as the primary technical contact for customers, providing expert Tier 1 support to resolve their challenges. • Triage, prioritize, and resolve incidents using ServiceNow, ensuring you meet and exceed service level agreements (SLAs). • Troubleshoot a wide range of issues across the application, from configuration and integrations to data and performance problems. • Escalate complex issues directly to the Engineering team using Azure DevOps, providing clear documentation, logs, and reproduction steps to ensure a swift resolution. • Help troubleshoot SaaS applications running in Microsoft Azure by checking system status and reviewing logs to pinpoint issues. • Participate in major incident response, contribute to root cause analysis, manage change requests, and help build out our technical knowledge base in ServiceNow. • Keep customers informed and confident with clear, professional communication regarding issue status, resolutions, and expectations.