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**Responsibilities**:Location and travel requirements may vary per role.
Applications to these opportunities are considered for all available Technical Support roles, including but not limited to, those described below:**Technical Support Engineering**Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems.
Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues.
**Responsibilities**:- Reviews issues and contacts customers to understand issue.
Ensures customers stay informed as to the status/solution of their issue.
Utilizes troubleshooting tools (e.G., event logs, performance traces) to help resolve customer issues.- Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.- Provides feedback to improve products to more senior engineers or technical advisors.- Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
**Partner Technical Consulting****Responsibilities**:- Proactively reviews partner feedback (e.G., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.- Uses business, technology, and industry strategies to define customer/partner requirements and constraints