• Prioritize customer experience while working towards issue resolution on support requests escalated to Tier 2. • Partner with our Product Support, Clinical Success and Engineering teams to create successful outcomes for our customers. • Engage directly with our customers and their technical personnel to resolve technical issues. • Ensure continuous adherence to SLAs and provide timely written and verbal communications. • Serve as an escalation point for our Tier 1 Product Support team. • Quickly diagnose and resolve technical issues that are assigned to the Tier 2 queue. • Collaborate with Tier 1 teams members throughout the support request lifecycle. • Manage communication between internal and external stakeholders for a given support request. • Ensure any matters escalated beyond Tier 2 are progressing with the appropriate stakeholders. • Monitor network performance using established tools and report issues to the senior team. • Assist with basic network assessments and documentation of the customer environment. • Assist with the creation, organization, and maintenance of comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.