Provides Tier 2 technical support for a SaaS platform, diagnosing complex software, networking, browser, API, and integration issues escalated from Tier 1. Responsibilities include customer communication, issue documentation, troubleshooting guides, help articles, product expertise, and collaboration with Product, Engineering, and QA. The role also supports release readiness, customer feedback initiatives, rotating shifts, and approximately one week of evening on-call coverage per month.