Support Engineer

• Act as the single point of accountability for all technical support escalations and service delivery for assigned Gold customers.
• Provide and coordinate advanced support for issues relating to WebFOCUS and the broader ibi product portfolio.
• Proactively facilitate and lead recurring technical and strategic meetings with Gold customers to review open cases.
• Oversee, manage, and work collaboratively with L1/L2 teams to drive the progression of all assigned account cases from initial contact to resolution.
• Manage both internal and external communication regarding new features, defects, and critical support issues.
• Act as the customer’s advocate with the Product Engineering/R&D divisions for technical requests.
• Guide assigned customers in the adoption of recent software releases through services such as upgrade planning/guidance and application assessments.
• Strictly adhere to the established escalation protocol for high-severity cases.

Senior Support Engineer

Technical Support Specialist – L2

Support Engineer III

Senior Technical Support Representative

Senior Manager, Technical Support

Senior Technical Support Engineer – Focused Services, Cortex XSIAM