Responsible for researching and resolving customer reported issues. This includes reviewing available logs and searching the database to determine what occurred then determining best course of action to get the client working again. Provided details for escalations to development teams to determine if issues are bugs or not.

Also performed some change management duties such has software upgrades and configuration changes.

Responsible for working with multiple teams to improve product reliability. Work with Support and Executive Leadership teams to improve knowledge base for a better customer experience. This is a new function within the company. All processes were designed from the ground up.

Managed team of 9 across 3 countries. Reviewed current processes for efficiency and also created processes based on new needs. Oversaw the Technical Support side of the transition to a Customer Care model. The transition included moving from a 2 ticket system to a 1 ticket system. Performed some of the same duties as Technical Support Engineer Tier II.

Escalation resource for issues not able to be resolved by Tier 1 representative. Responsibilities included reviewing Java application logs, review Java code, confirm settings via Database queries, and review server logs. Escalate and work with developers to identify potential bugs. For critical issues, be the main point of contact between multiple teams while working toward resolution.