Technical Support Engineer III

Works on a diverse scope of problems, where each issue requires individual analysis of information provided within the tickets, which requires detailed problem techniques to solve. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgement, and interpretation to select the right course of action. Engineer will own each issue to resolution and escalates to either Tier III or to the Product/Engineering team when necessary. When all efforts to resolve an issue have been exhausted and progress towards a resolution have stalled, to escalate the Product/Engineering team, Engineer must: Consult their peers and/or team SME on the issue, Issue must be clearly defined including steps/actions taken up to this point, Relevant account information should be clearly documented and replication of the issue has been completed and documented where appropriate.