• Will research, diagnose, and resolve issues raised by the customers in collaboration with our Product, DevOps and engineering teams. • Apply expertise with mobile applications and SaaS based delivery models to troubleshoot and debug issues reported by customers; • Validate customer-specific fixes and releases in collaboration with quality assurance team and develop technical documentation for specific customer needs; • Gather and analyze customer feedback per standard escalation procedures for unresolved product issues and bugs and create JIRAs for engineering team; • Work closely with customer success, development and product teams in different time zones to address customer issues; • Mentor new team members who join in as Customer Support Engineers; • Lead calls with Partners who OEM our Product to ensure that they are getting the right help to address the customer issues; • Provide training to new team members or Partners on relevant Product areas; • Work with cross-functional teams to provide usage visibility to leadership as well as partners; • Triage customer issues escalated by Level 1, Level 2 Support, and escalate them to Engineering with more details as needed.