• Helping clients by dealing with complex questions and keeping them updated. • Account Setup for creating Foureyes accounts and ensuring optimal setup. • Identifying solutions based on challenges articulated by customers and making recommendations. • Leveraging technology, including mastery of Foureyes, Salesforce, and Intercom. • Fielding questions and being a key resource for customers and internal stakeholders. • Understanding backend systems of Foureyes with a nuanced approach. • Mastering capabilities and ensuring everything is working as expected. • Conducting research via knowledge bases and internal documentation.

• Provides ongoing third-level technical support to field engineers and troubleshoots problems on equipment. • Provides field support for new product introductions & installations. • Provides instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance in utilization of available sources of information. • May audit accounts/equipment for performance and ensure proper maintenance, report on others work to ensure it meets company standards, and report findings on the SAR. • Escalates issues in a timely manner that minimizes customer downtime. • Informs Canon USA Management on escalation status. • Frequently utilizes SAR, imPACT, RCCA and CRM, Maintenance Assist, Remote Assist & ADAM. • Maintains and updates problem records and reports any resolved/unresolved problems. • Organizes and disseminates information so that other engineers can perform their duties more efficiently. • Creates documents, and inputs updated technical information to maintain knowledge database, Core Competencies/technical publications. • Trains other engineers in the use of tools, working methods, and technical tips to improve performance. • Troubleshoots MICR issues and answers MICR related questions. • Ensures all tasks, regardless of owner, are completed in a timely fashion (RCCA). • Completes Bundle upgrades confidently and in a timely manner. • Must understand and show competence in Media related issues and be able to discuss the interaction between Ink & Media. • Achieves and improves the performance targets for the current strategic products and proceeds post-sales support for all assigned products. • Interfaces with development, factory engineers or third party vendors for technical information. • Reports to PSO field obstacles (documentation, product defect, logistics) to team lead(s).

• Tier 3 support: installing, supporting, and resolving technical issues and challenges • Develop & present technical & comprehensive solutions to customer problems, including the project management of complex installations • Problem reporting, customer concern, replication, and resolution management • Respond to customer technical inquiries • Site visits and conference calls with customers and partners • Developing & refining internal processes to improve support efficiency and productivity

• Provide technical assistance to Rocket customers with problems regarding installation, setup, configuration, and functionality of various Db2 Tools and OpenSource products. • Troubleshoot reported symptoms to aid in the resolution process directly for the customer or to help guide the development team in providing permanent solutions. • Work as part of a Support team with frequent collaboration with our software development team. • Assess customer needs and set expectations. • Handle moderate to complex application guidance and level II customer support and resolution for assigned product list. • Responsible for handling a high volume of administrative cases. • Verify accuracy of business impact statement as provided by the customer. • Perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.