• Serve as the first point of contact for customers seeking technical support • Provide timely, accurate, and empathetic responses to customer inquiries • Perform initial technical and data-related investigation • Ensure issues are clearly documented and escalated when appropriate • Respond to incoming customer support requests in a timely and professional manner • Communicate clearly, empathetically, and confidently with customers • Troubleshoot user concerns to triage support issues to L2 support or guide users to self-help resources • Create and maintain clear, well-structured support tickets • Ensure tickets are documented with problem statements, investigation steps, findings, and observations • Apply proper categorization, tagging, and prioritization to tickets • Escalate issues that exceed L1 scope based on defined criteria • Follow established Live Support workflows and escalation guidelines