Technical Support Engineer

Case Resolution and Daily Operations Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios. Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution. Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. Implements strategic business decisions with customers, partners, and teams to increase market share. Ensures documentation meets compliance. Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team. Utilizes AI and other insights to elevate team capability and support ongoing learning. Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy. Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience OR equivalent experience. Fluent English language proficiency, including the ability to read, write, and communicate effectively in English. These requirements include, but are not limited to the following specialized security screenings: Bachelor's Degree in Computer Science, Information Technology, or related field AND 8+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)