Provides first-line customer and technical support through calls and email, troubleshoots basic software issues, documents resolutions, escalates complex cases, and follows up to ensure customer satisfaction. Maintains knowledge bases and FAQs, collaborates with development, QA, and operations teams, communicates feedback and feature requests, and identifies improvements to support processes. Requires strong English communication, empathy, problem-solving skills, ticketing-system experience, and availability for a night shift.