Provides first-line technical support for hospitality and e-commerce customers through email, web, and phone tickets. Responsibilities include troubleshooting platform, browser, network, payment, and log issues; resolving routine problems; escalating complex issues to Tier 2 and Engineering; documenting replication steps; maintaining knowledge articles and SOPs; and communicating clearly with customers. The role manages a high-volume queue, identifies bugs and workflow improvements, and may support customer calls, trainings, holiday coverage, or on-call rotations.