Act as a technical reference for Product Support Specialists escalation point Investigate complex issues involving code, data, or environmental components 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 Attend support-related technical meetings, providing all defect related requested information and disseminating any applicable information to the support group Diagnose and verify environmental (network/hardware/operating system) issues as it relates to the supported product. Serves as an escalation point for other members of the support team to diagnose and resolve complex system issues. Documents and confirms suspected software defects and product requests. Provides detailed test cases and results to the Product Management/Engineering team for resolution. Acting 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. 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 recommends changes to product, training, and support offerings. Technical documentation resource and reviewer of Knowledge Base articles and documentation. Consult with third party partners on technical matters. Work self-sufficiently, requiring little direction.