Lead Product Support Engineer
Current· Provide a high level of support for Ivanti products to customers, partners and internal staff through troubleshooting and diagnosis of complex issues· Be the technical escalation-point for escalations from customers or internal staff and facilitate progression path· Review escalations and facilitate ‘fast-tracking’ of critical issues where appropriate· Ensure that delivery of support services to customers, partners and internal staff remains at an exceptional and consistent level· Represent the voice of the customer in ‘Bug Scrub’ meetings ensuring defects impact is properly represented and backlog is prioritized accordingly.· Participate in Engineering stand-ups and sprint planning activities influencing product improvement and incident prevention.· Routinely analyze common support incidents and execute strategies for reducing or eliminating future support incidents, such as documentation, changes to the products, etc.· Participate and promote the creation and consumption of knowledge and contribute to forums· Collaborate with ‘Support Management’ to: Identify system and process deficiencies and help with continual improvement Ensure the Support team are utilizing tools effectively and create new tools and resources as required· Provide constructive feedback, coaching, and support to the frontline support team· Develop working relationships with other areas of the business· Keep relevant stakeholders informed of any high visibility/major incidents· Continually build and maintain own technical expertise to support customers and to develop the team· Contribute to onboarding of new starters and ongoing training needs of the team· Participate in systems migration and field test activities as required· Deliver presentations or act as a panellist at customer events and webinars• First Point of Contact for Security related questionsMember and Single point of contact of the Product Security Incident Response Team (PSIRT) for the ITSM Product line.
