Principal Support Engineer – Named Accounts

Job Listing No: 9740000

Principal Support Engineer – Named Accounts

Draper, UT – Serve as first contact for technical support issues and work through the resolution. Lead escalation response. Drive elimination of any customer or internal bottlenecks impeding problem resolution. Develop ongoing relationship with customer and become their advocate. Provide proactive guidance and encourage adoption and assist in deployment of new product releases. Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc. Collaborate with support management to orchestrate support response beyond the DSEs direct capability. Conduct regular reviews (at least quarterly) of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality. Manage the logistical aspects of any events, on-sites, or remotely attended customer facing events in order to fulfill Platinum Plus agreement obligations. When needed, travel to customer sites … – Permanent – Full-time

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