Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
Participating in and leads conference calls with customers Knows their audience and articulate accordingly Validates technical information and issues early warning and disseminates information as needed
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/ or customers regarding technical solutions.
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Handling highly escalated cases which contains complex technical details
Responsible to validate new product patches and features by testing in lab environment.
Cascading knowledge to the local team including new releases and patches or known bugs
Leads the On-Boarding plan for the new hires
Performing case reviews for the team members and take appropriate actions.
Skills:
Non-Technical Skills:
Excellent customer communication and handling skills
Excellent interpersonal skills
Excellent problem solving & logical thinking
Ability to work under high pressure
Ability to work within a Team.
Flexibility in handling business needs
Self-motivated and self-learner
Ability to share knowledge and conduct Technical Sessions
Ability to coach junior engineers
Ability to work on highly escalated cases and provide Executive summaries
