- Address highly complex and impactful technical issues that frequently necessitate code-level analysis, system engineering, or in-depth architecturalknowledge. -Offer guidance and assistance throughout each stage of the Customer Support process, including reviewing communications to the customer, content for escalations, and directions for investigations as needed. -Develop innovative solutions to new or unknown issues, often creating workarounds or proposing changes to the product architecture.-Provide strategic technical direction for the support organization, guiding the development of new support strategies, tools, and methodologies.- Lead the response to critical incidents, coordinating across multiple teams to ensure a rapid and effective resolution.-Influence the long-term improvement of products and services by providing expert feedback on system design, performance, and user experience, based on complex case analysis and customer feedback-Conduct peer review on all cases prior to case closure to ensure the information that was entered throughout the case was correct and complete.

- Creates, reviews, researches and edits documentation in Microsoft Office; including adding VBA to Excel spread sheets and Word documents to assist the needs of Customer Support. - Analyzes the needs of customer support technicians and provide tools to enable customer support technicians to perform their jobs efficiently; including creating tools in C#, enhancing Microsoft Dynamics and SharePoint with flows, providing queries and data from SQL Server, providing .bat files, and creating web sites with ASP.NET.- Works as a secondary tier support technician to assist with other support technicians and customer issues related to the MobileTec suite of applications.- Communicates with and assists Dev Ops with escalated issues, application testing, and documentation as well as other Customer Support related issues.