Support Engineer

• Promptly addressing customers' inquiries, problem reports, and requests; conducting comprehensive and efficient root cause analyses leading to problem resolution.
• Collaborating with the Support team to diagnose, troubleshoot, and rectify customer issues.
• We offer guidance and help with environment configuration, product setup, upgrade paths, and available information resources (including documentation and knowledge base content creation).
• Cooperating with configuration engineers and engineering teams to address technical issues reported.
• Directing customers' IT resources to resolve support cases efficiently and effectively, preventing escalation or aggravation of existing problems.
• Routinely reporting statuses to customers upon request, including scheduled status calls; apprising management of critical issues, urgent client requests, and escalations.
• In addition to other duties as assigned.

Support Engineer

Counsel Support Analyst III