• Manage and resolve technical issues from our external Tier 1 support team. • Investigate and diagnose issues related to software, networks, and system configurations. • Act as the point of contact for escalated cases, ensuring clear communication with customers regarding troubleshooting steps and solutions. • Maintain accurate records of incidents and resolutions in the support ticketing system to ensure proper tracking and follow-up. • Work closely with Tier 2 and Tier 3 support teams, as well as other departments (e.g., development, product management), to resolve issues. • Develop and update documentation and knowledge base articles for common troubleshooting issues to assist other team members and improve response times.