• Focus on in-depth problem analysis of the company's products and their integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and provide resolution to customer issues.• Supervisory functions like prioritizing and assigning tasks for effective use of team resources; implementing projects in accordance with project plans and budgets; responding to more complex, escalated inquiries from team members; and checking the quality of their work.• Coach, review, and help delegate work to lower level employees. Manage projects across the Global Technical Support Team.• Work to achieve operational targets with major impact on the team results.• Contribute to the development of goals for the team and planning efforts.• Responsible for making moderate to significant improvements in processes, systems or products to enhance performance of the team.• Work to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices.• Responsible for providing guidance, coaching and training to other employees within the team.