As a Technical Support Engineer, you will be a member of an exciting team that solves challenging technical issues for our customers. You will work directly with customers and with other engineers to debug, troubleshoot, and help resolve customer issues effectively and professionally.
Also, you will work with colleagues in Professional Services and Development Engineering to implement and influence new offerings using our solutions and other supporting technologies. You will identify and drive product and customer experience improvements by providing insights in a well-articulated, data-driven manner that identifies the product/service challenges of our customers.
Provide in-depth technical support and work directly with customers, remotely as well as on-site, if required.
Independently investigate and troubleshoot customer problems to resolution.
Perform corrective maintenance activities with customers such as hardware replacements, and software configuration improvements.
Conduct preventative maintenance, such as software upgrades, as needed.
Collaborate with Global Support and Engineering on advanced issues.
Provide in-depth product knowledge to facilitate the following:
Understand and deliver on customer needs and requirements for the company’s product and with elements of the customer’s environment.
Effectively advocate for improvements on the customers’ behalf to Engineering and Product teams.
Write technical whitepapers and application notes.