Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details, drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction.
Responsibilities - Handles, investigates and reports complex support requests; additional responsibilities include: Identifying, recording and classifying problems of high complexity and impact.
- Leads joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements.
- As necessary, provides on-site deep technical support in the customer environment.
- Drives / resolves requests escalated from M&S team members and / or customers. <...