Manage customer communication and expectations.
Provide phone, email, and chat support to assigned accounts.
Provide troubleshooting and debugging of customer problems.
Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
Transition product issues to Tier 3, Engineering, and Product Management, with status updates.
Escalate critical issues to the Technical Support Manager; participate in on-call rotations.

🎯 Requirements

Bachelor7s degree in a related technical field (preferred).
5 years in enterprise software customer support/IT support.
Windows desktop and server OS expertise.
Mac OS knowledge preferred.
Active Directory, Group Policy, Windows Server admin exp.
Excellent verbal/written communication and customer care; team-oriented.

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