Job Description

Product/Process Improvement Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops intermediate level competence on support topics. Ensures customers stay informed as to the status/solution of their issue. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.

Skills Required