Technical Support Engineering

## Case Resolution and Daily Operations - Leads resolution strategy for team-wide high-impact or critical customer issues. - Leads investigations that require complex technical reasoning utilizing AI-powered insights and diagnostics. - Models all case handling standards with a continuous focus on speed and quality, including acting as a mentor. - Engages engineering with well supported technical analysis and partners with them for resolution. - Leads critical case resolution; supporting stakeholders with technical context. - Leads complex investigations using validated AI-supported analysis. - Establishes AI-safe workflows, while protecting data and privacy. - Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. - Engages engineering with AI-supported analysis and reproduction steps. - 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. - Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. ## Product/Process Improvement - Drives significant improvements to support processes, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). - Helps influence product direction using aggregated insights. - Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness. - Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. - Integrates insights from case discussions and triage meetings to inform ongoing process enhancements. - Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. - Contributes to and influences product improvement and product roadmap. - Completes all required security, compliance and privacy trainings in accordance with standards. - 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. ## Security - Proactively identifies opportunities to strengthen security adherence. - Actively addresses Security Management notifications and events. - Reviews technical solutions for security impact and risk exposure. - Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards. - Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats. - Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners. - Applies secure troubleshooting practices. - Adheres to SFI for secure handling of customer data and all engagements. ## Other - Embody our culture and values ## Requirements - Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience OR equivalent experience. - This position requires verification of citizenship due to citizenship-based legal restrictions. - Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. - To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. - Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. - Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)