• Serve as the first point of contact for customer technical support via email, phone, and web portal. • Triage, diagnose, and resolve Level 1 issues involving device setup, pairing/connectivity, configuration, firmware updates, and basic operational questions. • Gather required details (logs, photos, environment notes, reproduction steps) to enable fast resolution and clean escalation. • Provide clear customer-facing guidance with concise steps, expected outcomes, and follow-up checkpoints. • Manage case lifecycle: accurate notes, customer updates, prioritization, and timely closure aligned to internal SLAs. • Validate symptoms vs. expected behavior using internal playbooks and known-issue documentation. • Identify safety-critical indicators and ensure immediate routing per internal escalation rules. • Coordinate with internal teams to ensure smooth handoffs and maintain customer communication during the process.