Act as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products. Diagnose and verify environmental (network/hardware/operating system) issues as it relates to the supported product. Serve as an escalation point for other members of the support team to diagnose and resolve complex issues. Document and confirm suspected software defects and product requests. Provide detailed test cases and results to the Product Management/Engineering team for resolution. Act as a technical and knowledge resource for internal teams such as Development, Quality Assurance, Product Management, and Professional Services. Act as liaison to other internal teams and advocate for customer product concerns. Participate in different types of development meetings and provide input and prioritization of reporting defects and enhancement requests. Address supportability concerns related to product functionality. Act as the Support Readiness facilitator including arranging appropriate training, documentation, and other support preparedness activities. Review top call drivers and recommend changes to product, training, and support offerings. Technical documentation resource and reviewer of Knowledge -- Base articles and documentation. Work self-sufficiently, requiring little direction. Act as a technical reference for Product Support Specialists. Experience with ERP or supply chain related commercial software products preferred but not required Investigate complex issues involving code, data, or environmental components. Strong troubleshooting skills with ability to find solutions Review and contribute to the Knowledge Base. Provide timely follow-up to customers. Provide thorough and complete case notes and documentation of customer issues. Stay current on evolving product functionality and new releases. Some knowledge of writing/analyzing SQL queries, relational databases, client server applications, and web technologies preferred but not required.