• Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved • Analyze data using SQL / spreadsheets, and ad hoc analysis • Respond to customer inquiries and assist in troubleshooting and resolving challenges • Identify alternate solutions when necessary and communicate them to customers • Maintain a detailed understanding of product architecture, technical components and application functionality • Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features • Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements. • Mentor and support junior support engineers by sharing knowledge and best practices. • Communicate clearly and effectively with customers, fellow support team members and the other internal teams