Responsibilities include:
- Monitoring incoming issues that are resolved by the front line Help Desk staff
- Diagnosing the root cause and resolving isolated issues
- Escalating customer issues to development staff
- Recommending product and process improvement strategies based on perceived trends or patterns in field issues
- Working with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches. May assist with the setup of staging or test environments.