• Provide second-tier technical support to customers, handling escalated issues from the frontline support team. • Utilize a structured troubleshooting methodology that includes problem recognition, research, isolation, and resolution steps. • Diagnose and resolve complex technical product issues, ensuring timely and accurate resolutions. • Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to address customer issues effectively. • Serve as a technical expert, providing guidance and mentoring to junior support engineers. • Participate in project delivery activities, ensuring successful implementation and deployment of our products. • Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles. • Actively communicate with customers throughout the support process, keeping them informed of progress and expected resolutions. • Identify patterns or trends in customer issues and provide feedback to the product development team for continuous improvement. • Stay up to date with the latest product features and updates, acquiring in-depth knowledge to provide accurate and effective support. • Contribute to process improvement initiatives, optimizing support workflows, and enhancing customer experience.

• Act proactively, anticipating problems and risks. • Identify connections between different events and recognize root causes and underlying issues in complex contexts. • Maintain performance, focus, and a professional demeanor under pressure and adversity. • Collaborate effectively and build partnerships with people across different areas and levels to achieve objectives and expected results. • Actively engage in learning and skills development. • Handle operational service requests related to applications, infrastructure, and security. • Communicate technical information clearly and accessibly. • Contribute to building and maintaining the internal and external knowledge base.

• Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer • Prioritize the troubleshooting process and properly manage time • Ensure policy, organization, and device configuration were verified by L1 • Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc. • Verify accurate integration configuration • Gather all information needed for cases of bug escalation as provided by customer • Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc. • If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem • If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket • Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope • Prompt, accurate follow-up to tickets and support calls • Ability to flourish under limited supervision • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.) • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)

CGS is seeking a dedicated Senior eDiscovery Technical Advisor to join a fast-paced and hard-working team to assist with any legal accounts. As an eDiscovery Technical Advisor, you will play a key role in supporting various aspects of the company's portfolio. Provide expertise in identifying, preserving, collecting, processing, and producing ESI in support of civil and criminal litigation, select FOIA requests, Congressional requests, and other inquiries. Provide expertise specifically in criminal discovery support to include identifying, preserving, collecting, processing, and producing ESI. Serve as the expert technical user of the available electronic discovery applications, which include Enterprise Vault, Discovery Accelerator, Legal Hold Management Tool (LHMT), and the Veritas eDiscovery Platform. Work with the litigation team to develop a discovery plan which documents the electronic discovery search parameters (e.g., date range, key words, and custodians) for a particular case. Use electronic discovery software applications to collect data from various FBI storage locations on FBI IT systems (e.g., MS-Exchange servers, shared drives, desktops, text and instant messages) in accordance with the discovery plan. Analyze search/collection results for data gaps. Administer data inputs into an electronic discovery review platform (i.e. eDP), which includes: Creating cases Adding collected source data Handling user access rights Uploading data logs De-duplicating collected source data Identifying data gaps Merging/verifying data Assuring electronic discovery production quality in Bates numbering and load file creation Creating cases Adding collected source data Handling user access rights Uploading data logs De-duplicating collected source data Identifying data gaps Merging/verifying data Assuring electronic discovery production quality in Bates numbering and load file creation Coordinate electronic discovery collection results with FBI units responsible for processing discovery for review/redaction/release. Adhere to policies and technical procedures for use of available electronic discovery software applications and provide agency attorneys, paralegals, and other users of the FBI's electronic discovery review platform with training and other technical assistance. Provide information and advise on instructions regarding the FBI's process for identifying, preserving, collecting, analyzing, and organizing ESI, including the use of electronic discovery software programs. Provide ad hoc support to end users of the electronic discovery review platform repository. Document electronic discovery plans and procedures for each individual case. Facilitate requests for legal hold implementation, amendment, and/or lift that are submitted by various requesters in LHMT. Provide eDiscovery collections on criminal cases.