Provides technical support to productsupport staff to diagnose, troubleshoot, triage, repair and debugcomplex software and system problems.
Essential Duties & Responsibilities
- Troubleshoots and documents software product defects escalated from various support groups.
- Assists with the deployment of product hot fixes and other related solutions.
- Documents solutions for use by support staff.
- Provides support to customer/user inquiries or concerns regarding our products or services.
- May act as a liaison between various support groups and development.
- May provide after hours on‐call production support.
- May produce metrics-based reporting for reported database problems and environmental concerns.
- May document product defects for submission to the software development team.
- May track resolution of product defects and/or system performance problems.