- Take ownership of customer issues and see them through to resolution.
- Communicate with customers, provide education, and support retention.
- Collaborate with the team on issues and solutions.
- Analyze log and system files related to CrashPlan products.
- Recreate, track, and verify software defects reported by customers or identified in lab conditions.
- Use remote secure access technologies to diagnose and resolve customer issues.
- Review manuals, release notes, and patch documentation to identify possible resolutions.
- Stay current on CrashPlan products and processes and on third-party applications they interact or integrate with.
- Meet service level agreements and document issues.
- Participate in a scheduled on-call rotation for critical (Sev1) customer issues.
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