- Provide technical support to customers using the DIVA platform, including archive, restore, partial restore, copy, and delete operations.
- Diagnose issues across DIVA software, databases, storage, tape libraries and drives, cloud storage targets, and connecting networks.
- Troubleshoot integrations between DIVA and customer media asset management, production, and automation systems.
- Own customer issues from initial contact through resolution, including ticket creation, diagnosis, root cause analysis, and customer communication.
- Replicate customer issues in lab environments using database queries, log analysis, and product configuration review.
- Document findings and prepare escalation packages for senior staff, subject matter experts, or Engineering.
- Coordinate implementation and support handoffs with the Professional Services team and follow up on Jira development tickets with Engineering.
- Maintain case notes and status updates in Salesforce, and document issues and support processes in Jira and Confluence.
- Participate in an on-call rotation and respond to urgent issues according to severity and customer impact.
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