- Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines.
- Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems.
- Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations).
- Troubleshoot server, network, and application-level issues using tools such as SSH, logs, and basic diagnostics.
- Investigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes.
- Monitor system health dashboards and proactively flag anomalies before customers report them.
- Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details.
- Assist with onboarding new customers by verifying device provisioning, connectivity, and system readiness.
- Document incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer-facing FAQs.
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