Technical Support Engineer

Responsibilities:
• After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.
• Applies technical knowledge to analyze and use highly technical troubleshooting tools, content, and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.
• As a organization, shift work, holidays, weekends, and on-call responsibilities may be required.
• As appropriate, determines which tool(s) to use to resolve issues including running tests. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Interfaces directly with customers.
• Validates technical information and issues early warning and disseminates information as needed.
• Maintains a closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status".
• May need to engage or escalate to more senior resources to resolve more complex issues. Participate in eService content creation (self-service) such as Chat, and Support forums.