• Provide 24/7 technical escalation coverage to support customer-initiated incidents, service requests, and system monitoring alerts. • Triage, categorize, and prioritize incidents and requests to ensure timely and efficient resolution. • Troubleshoot technical issues, identify potential bugs, and escalate complex cases to Product, Development, or Marketing teams as appropriate. • Deliver clear technical information and guidance on product functionality, features, and best practices. • Collaborate cross-functionally to improve incident response processes and enhance overall customer experience. • Maintain accurate documentation of incidents, resolutions, and escalation paths in support systems. • Proactively monitor system performance and highlight areas for optimization or risk mitigation.