Provide first-line technical support via phone, email, chat, and ticketing systems; diagnose and resolve hardware, software, networking, and account issues; escalate complex problems, document interactions, maintain KB articles, and collaborate with engineering and QA to improve product performance.

Gather and document business and functional requirements, analyze processes, recommend improvements, produce BRDs/FRDs/user stories and process maps, support solution design, UAT, testing and deployment, produce reports/dashboards, monitor project progress, and support change management and stakeholder communication.