The Product Support Engineer is responsible for providing deep level technical support to company Field Engineers, Call Center Agents, and Customers who are diagnosing, troubleshooting, and debugging complex database software problems.
Assignments are normally conducted in an expeditious manner to return grounded assets to service through investigation and coordination with functional engineering departments, to determine root cause and appropriate corrective action.
Responsible for providing deep level technical support. Technical lead on escalated problems within product line. Perform in-depth problem analysis. Analyze files and system dumps for root cause. Identify and document new product defects.
In this role, the selected candidate is responsible for evaluating high level project requirements and developing required solutions to support design and development from initial concept through completion phases of project.
In this role you will be responsible for development of preliminary design artifacts to include system and subsystem performance specifications, interface specifications, and System / Subsystem Design Description ( SSDD ) documentation.
Lead and/or participate on teams focused on creating technical bulletins, procedures and support processes (Change Templates, FRO bulletins, Service bulletins, Support tools. Development and enhancement of problem scenario reporting rules and associated knowledge.