• Serve as the customer’s trusted technical point of contact, providing expert guidance on Avid systems, software, and workflows. • Act as a trusted advisor regarding the technical needs of the customer to ensure their solutions are aligned with their operational environment and business goals. • Provide proactive consultation on Avid products and solutions to avoid technical issues and loss of service, including new release versions, End of Life processes, Technical Alerts, and new product introduction. • Ensure a successful service engagement by educating the customer's maintenance team on Customer Support processes and best practices. • Advocate for the customer’s technical needs within Avid, particularly around support processes and escalations, bug fixes, and training needs. • Provide situation management for critical customer escalations by coordinating between internal and external teams, updating key stake holders, and ensuring issues are driven to resolution. • Assist with project hand-off from Professional Services to Customer Support. • Collaborate with Customer Support and Engineering to escalate and report design, reliability, maintenance, or software issues and track them to resolution. • Monitor open support case backlogs, ensuring timely and appropriate resolution of cases and escalations, and reporting back progress to the customer on a regular basis. • Host regular meetings (cadence TBD by customer) to review status and updates on ongoing technical and service-related issues. • Support the customer Account Team in pre- and post-sale engagements, including system audits, solution recommendations, and proof-of-concept activities. • Maintain strong customer relationships by proactively monitoring system health, providing guidance on solution best practices, and identifying opportunities to improve performance and reliability.