Enterprise Technical Support Engineer

As a Technical Support Engineer, you will be a vital member of a global virtual team, delivering exceptional technical support for our Platform Management suite, with a focus on Active Directory, Exchange, Microsoft 365, and related Microsoft ecosystems. You will own and resolve customer issues end-to-end, maintaining a personal queue of open support cases until full resolution. You will reproduce and diagnose complex customer scenarios in lab environments for root cause analysis. You will leverage AI tools and solutions to boost troubleshooting efficiency, knowledge sharing, and case resolution time. You'll interface with Product Development, Product Management, Sales, and Professional Services teams to escalate and resolve advanced technical issues. You'll document detailed case information in our support portal and contribute to our Knowledge Centered Support (KCS) repository by creating customer-facing technical content. You'll also develop deep product expertise through ongoing training, proactively use AI to expand your skill set, and share knowledge with peers to build team capability.