Technical Support Advisory
Core
Drive engineer readiness, perform case reviews, and mentor engineers to resolve complex technical issues and improve customer self-help.
Role type
Senior Technical Support Lead / Advisory
Builds
Troubleshooting guides, readiness content, and improved case resolution processes
Domain
IT Operations & Technical Support
Deliverable
client delivery
Required skills
skills-gap analysis, case review, customer wellness checks, process compliance, mentoring, cross-team collaboration, troubleshooting guide creation, stakeholder feedback
Preferred skills
product improvement feedback, volume deflection initiatives
Technologies
N/A
Responsibilities
Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs; perform case reviews and customer wellness checks to ensure process compliance; mentor engineers to be more effective collaborators; contribute to customer self-help and volume deflection initiatives by producing troubleshooting guides and readiness content; collaborate with stakeholder teams to provide product and process improvement feedback
Seniority
Senior, hands-on IC with mentorship
