- Provide expert-level technical support to customers via phone and ticketing system.
- Troubleshoot and resolve complex issues related to software and hardware, including installation and configuration.
- Mentor and train Tier I Customer Technical Support Specialists.
- Collaborate with Tier III and development teams for advanced issue resolution.
- Maintain comprehensive documentation and internal knowledgebase for common technical issues.
- Ensure compliance with GCP and PHI policies during customer communications.
- Participate in rotational on-call support during non-business hours.
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