Provides Tier II/III technical support for customer software and hardware issues through telephone, chat, and support portals. Troubleshoots, diagnoses, reproduces, documents, prioritizes, and resolves complex cases while minimizing escalations. Supports Tier I agents through guidance, mentorship, knowledge-base improvements, and best-practice training. Collaborates with field, engineering, product, and development teams on issue resolution, functionality improvements, and process initiatives.