Provide Tier 2/Tier 3 technical support through phone, email, chat, and remote assistance by diagnosing complex product, application, hardware, operating system, and connectivity issues using logs, system dumps, code review, SQL queries, and network troubleshooting tools.
Troubleshoot and resolve technical issues by identifying root causes and implementing appropriate fixes, workarounds, configuration changes, and other solutions to restore system functionality and minimize service disruption.
Manage and prioritize support tickets based on severity, business impact, and Service Level Agreements (SLAs), ensuring accurate documentation of issues, troubleshooting steps, resolutions, and follow-up actions in the ticketing system....