Represent and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in products.
Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
Consistently share best practices with team members. Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver in depth technical training to other engineers.