
Senior Technical Problem Solver
1 day ago
Complex Issue Resolution
Resolve complex technical issues as the escalation point for high-priority or highly technical cases. Diagnose and troubleshoot problems to ensure effective issue resolution.
Escalation Management
Manage escalations to engineering teams as needed and oversee those escalations through to resolution. Provide clear and actionable insights to stakeholders.
Knowledge Sharing
Share best practices, collaborate on escalations, develop new training materials, and help junior engineers develop their skills. Foster a culture of knowledge sharing and collaboration.
Trusted Advisor
Act as a trusted advisor to customers, providing clear and actionable insights including technical guidance, root cause analyses (RCA), proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.
Documentation and Review
Rigorously document root-cause analyses, technical solutions, troubleshooting steps, and team processes. Regularly review existing documentation and training for knowledge gaps and out-of-date information.
Trend Identification
Closely monitor engineering escalations to identify trends (usability issues, bugs, common performance issues), training quality issues, and knowledge gaps. Regularly report findings to leadership to help implement long-term solutions to recurring problems.
After-Hours Support
Handle critical incidents as needed during after-hours support rotations.
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