• Serve as the primary point of contact for B2B customers, addressing technical inquiries related to our software. • Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets, ensuring timely and effective solutions. • Collaborate closely with engineering and product teams to escalate complex issues. • Monitor system performance and proactively identify potential issues to minimize customer impact. • Develop and maintain documentation, including knowledge base articles and troubleshooting guides. • Assist customers in understanding and utilizing platform features, ensuring optimal user experience.