• Provide exceptional engagement for our customer’s initial contact with the Global Customer Support team • Engage with customers through virtual meetings, chat, and email to manage their expectations, set priorities and resolve technical issues related to our products, including configuration and networking • Acknowledge customers’ concerns, empathize and analyze the information they've provided, ask questions that refine your initial analysis, own cases from start to finish • Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration are necessary • Collaborate with Product and Engineering teams, providing customer feedback to help identify new features and functions.