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Utilize troubleshooting skills to identify, debug, and diagnose customer issues that arise in the field, ensuring prompt resolution and minimizing any disruption to their operations. Provide support to customers on weekdays and off hours as required, following a scheduled rotational basis, to address any urgent or critical needs they may have. Actively engage with our development engineering team to gather customer feedback and field implementation insights, driving necessary changes and improvements to our product offerings. Take charge of developing and contributing to internal and external knowledge bases, enhancing the serviceability of our product by testing new features and developing scalable tools for efficient field deployment and auto-support infrastructure. Additionally, conduct analysis of our existing customer base to proactively mitigate any risks and minimize potential issues in the field. 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