-As technical support team, you will act as Level 2 support - provide timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge. Investigate the technical issues raised by clients, perform analysis by looking into the logs, provide proper recommendations to handle the issue and produce the report of the issue. More important, if there is a service incident, you will be responsible for classifying the urgency of the issues, and escalate to the teams that require to be involved.-As a bridge between client and internal teams, you will also contribute to educate or support client services teams, to improve the response to client, document the work-around of known technical issues. Define the framework of the documentation process for product changes. On the other hand, you will also bring the client voice to the internal, collect the context information of the issue, record the info in Jira, raise it to Dev Team for further analysis, or bug fix.