• Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group • Troubleshoot complex application and data-layer issues, leveraging strong debugging and analytical skills • Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches • Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively • Write and analyze SQL queries to investigate and resolve data-related issues • Review and debug application code when necessary to diagnose production issues • Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency • Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects