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Ensure a follow-up and resolution of customers’ problems that are reported by our field support teams
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Work closely with the Product Owner, and the Development and Test teams on a fixed life-cycle, to improve the product reliability based on your troubleshooting experience
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Write, review and organize technical documents that will be published in the FAQs and knowledge base to create customer self-help solutions
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Monitor and answer questions that are posted to the escalation queue
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Perform testing functions to verify defect fixes and to assist the Test team when needed
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Manage high profile customer issues by acting as a Technical Support Engineer, providing level 3 support to the customer during the evaluation period and problem ticket resolution
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Provide advanced technical and troubleshooting training to our field support teams
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Assist our operations and field support teams on-site for high profile events and setups
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Organize internal/external meetings to ensure the information is properly shared between stakeholders
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Develop internal tooling to assist other support tier level in their daily tasks
- Manage customer escalation