1. Takes ownership of technical issues and works towards getting them resolved to closure with a minimum TAT. 2. Works with existing team members to successfully triage tech support tickets 3. Provides responsive and exceptional support to customers 4. Resolves escalated customer complaints without the need for team lead intervention 5. Documents troubleshooting and problem resolution steps 6. Participates in providing training to customers if required 7. Gathers performance metrics 8. Performs other related duties and responsibilities as assigned