• Manage customer communication and expectations. • Provide phone, email and chat Support to assigned accounts. • Provide troubleshooting and debugging of customer problems. • Act as the customer liaison to Engineering, Sales, and Field Engineer teams. • Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly. • Escalate critical issues and roadblocks to the Technical Support Manager. • Be a part of the on-call rotation for the assigned product team.

• Serve as a technical point of contact for customer‑reported product and service issues • Manage day‑to‑day issue resolution activities • Communicate issue status, risks, and resolution plans to internal stakeholders • Analyze field data, warranty information, and customer feedback • Provide on‑site support to key customers as needed • Collaborate with engineering and manufacturing teams • For Level II, lead high‑priority or escalated customer issues and mentor less‑experienced engineers

• Serve as a senior escalation point for complex issues in a SaaS compliance platform environment • Take end-to-end ownership of support requests and high-priority incidents • Write, analyse, and optimise T-SQL queries • Apply strong knowledge of Windows Server and Azure environments • Support and monitor Azure-hosted applications using tools such as New Relic • Collaborate with Development, Product, and Infrastructure teams

• Serve as a senior escalation point for complex issues in a SaaS compliance platform environment. • Take end-to-end ownership of support requests and high priority incidents. • Write, analyze, and optimize T-SQL queries; troubleshoot database performance issues. • Apply strong knowledge of Windows Server, Azure environments, and IIS. • Support and monitor Azure-hosted applications, proactively identifying performance degradation. • Collaborate with Development, Product, and Infrastructure teams to document root causes.