Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, complex software, or networked and/or wireless systems.
Performs troubleshooting and related analyses.
Escalates issues as appropriate or serves as the escalation point for highly complex issues.
Responsibilities
Reviews issues and contacts customers to understand issues.
Ensures customers stay informed as to the status or solution of their issue.
Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Provides feedback to improve products to more senior engineers or technical advisors.
Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Minimum Qualifications
Currently pursuing or have completed a Bachelor's Degree in Computer Science, Information Technology (IT), or related field.
Preferred Qualifications
Demonstrated self-learner, seeks information about the underlying needs of customers, and builds customer and partner relationships.
Displays strong stakeholder and relationship management across senior leaders, partners, and customers.
Excellent verbal and written communication, analytical, and presentation skills.
Microsoft Technology Certifications.
One year of experience with VB, C/C++/C#, and/or XM.
Hiring criteria
You should have or be completing the following to apply for this opportunity.