• Working a customer-facing third-tier support queue. • Deep diagnosis of customer issues, including lab reproduction and source-code analysis. • Quantifying customer impact and prioritizing solutions both within and external to the Support team. • Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting). • Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions. • Identifying, qualifying and documenting product, hardware, software and process improvements. • Developing Support processes, tools and documentation to further grow the Support organization. • Developing customer-facing content (e.g. knowledge-base, how-to guides). • Limited on-call/out-of-hours support for weekends/national holidays. • Collaborate with your colleagues on investigations and escalations. • Being the embodiment of a team player; cross functional collaboration and communication is vital.