Senior Technical Support Engineer

Job Description
The primary responsibilities noted below are essential with the success ultimately measured by obtaining positive customer satisfaction for delivered support and services.
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Interacting directly with dealers, resellers, integration partners, and end-customers for product related concerns.
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Ensuring requests are triaged, accurately categorized for priority and severity, and addressed in an effective and timely manner.
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Leveraging effective technical root cause analysis skills and techniques, strategies for defining accurate problem statements, methods for defining steps for issue reproduction, and leadership for addressing issue mitigation and final resolution plans.
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Managing issue escalations to the Product Engineering team and effectively facilitating internal and external escalation communications.
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Delivering professional services including installation/configuration, health check, issue triage and resolution, and technical or end-user training type engagements.
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Assisting with pre-sales engineering engagements.
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Documenting customer communications effectively in issue tracking systems, email, or professional services deliverables.
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Creating knowledge base articles and contributing to internal and external product documentation.
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Expanding product subject matter expertise on a continuous basis and providing mentoring to junior staff.