*Providing technical assistance and support to the valuable customers/clients, ensuring their issues are addressed in a timely and professional manner.*Investigating and diagnosing reported issues to determine the root cause and providing appropriate solutions or workarounds. This involves analyzing logs like live logs, production logs, cxml logs, reviewing errors and utilizing debugging tools.*Collaborating with cross-functional teams, to resolve complex issues and bugs reported by customers. *Based on the issue, scripts are executed if needed.*Effectively communicating with customers to gather additional information, provide updates on issue resolution progress, and explain technical concepts in a clear and concise manner. This may involve email, phone calls or virtual meetings.*Documenting known issues, troubleshooting steps, and resolutions in the internal knowledge base to build a repository of technical solutions.*Staying up to date with the latest product features, enhancements to provide accurate and relevant support to the customers.*Working on custom SLA tickets and providing RCA’s for the major incidents.

In this position, my responsibilities are*Delivering prompt and effective technical support to a diverse range of clients, resolving the technical issues.*Collaborated closely with cross-functional teams to identify and fix the issue.*Conducting extensive testing and analysis of new feature/module, proactively identifying and addressing bugs to improve the user experience.*Created and delivered comprehensive knowledge base articles to the end-users to troubleshoot common technical issues.