• Troubleshooting software and hardware issues • Collaborating with internal teams to resolve escalated cases • Documenting solutions for knowledge sharing • Contributing to process improvements that enhance our overall support delivery • Working across our diverse product portfolio to become a trusted technical advisor to customers in mission-critical environments

• respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team • track all issues and their resolution and communicate outcomes to customers and partners • maintain case histories through our ticketing system and provide key information from customer interactions to PhD management • provide training, as needed, to ensure customers understand product functionality • assist with product orders and returns as appropriate • make outbound calls as needed to address key customer issues • assist with the development and delivery of training materials for customers, partners, and our after-hours support team • help oversee the performance of our after-hours support team • assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals • perform other job duties as assigned

• Provide Tier 2 and Tier 3 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center and Tier 2 Support • Resolve user requests through discussions with users, coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintain support related documentation for certain end user platforms, monitors environments, responds to alerts, and addresses service outages

• Provides Tier 2 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center family • Resolves user requests through discussions with users and coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintains support related documentation for certain end user platforms, monitoring environments, responding to alerts, and addresses service outages