Primarily responsible for assisting support engineers in resolving cases. Monitors their teams queue for cases that may be stuck or are requiring additional technical expertise in an effort to facilitate timely resolution.
Takes ownership of a limited number of support cases.
Reviews cases for assistance to R&D to ensure that all requirements have been met and the issue cannot be resolved within the Support team.
Acts as a recognized subject matter expert for a given product or set of products within a support team. Takes the lead for learning new functionality and / or features in releases with the responsibility of transferring this knowledge to the support team through solution creation, training development and delivery.
Assists with QPR's (Quarterly product Reviews).
Mentors the support engineers on product knowledge by conducting sessions with the teams to ensure support readiness. May function as the global representative in this role where there is no regional product specialist presence.
Runs weekly escalations calls with development. Communicates with R&D to assist in establishing the priority for customer issues requiring their assistance, as well as driving down the demand for support by eliminating the most common reasons why customers contact support.
Responsible for using the Quest Support reporting system to analyze data, gather facts and make recommendations to Support Management on required changes.
Assists in managing the customer relationship with respect to escalated product issues.
Overall responsibility for team labs and RTM testing before other team members.
Provide internal training for other engineers including how to create video solutions.
Provides technical assistance outside of 'their standard working hours' to their support team and / or the duty engineers (on-
call support engineers), or managers to assist with Level 1 product issues.
Overall monitoring of user based communities and content.
Participates as a collaborative, proactive member of the Support team and maintains high standards of excellence and a strong work ethic.
Exposure to product and team practices for 3-5 years and above (TPS knowledge is not necessarily related to a product, it's a mindset)
Gain and displays Strong product knowledge.
Has acquired strong deep dive troubleshooting techniques
Anticipate customers problems and provide prompt response and service
Guide engineers and their issues to resolution.
Takes ownership of issues, inspires and fosters team commitment.
Communicates and liaises with other departments like PSO and R&D.