Jason Vandervoort Email & Phone Number

Ann Arbor, Mi, Us

Ann Arbor, Michigan, United States

Ann Arbor, Michigan, United States

Ann Arbor, Mi

Manage a team of escalation engineers working with on-premises appliances and cloud based solutions for data protection and email archiving. Handling escalations requires working directly with development, QA, customer support, product management, sales and executives to resolve critical customer issues.Managing an escalation team requires enabling engineers to effectively handle increasingly complex technical problems by fostering personal development, smashing roadblocks and maintaining relationships with a wide array of internal groups.In this role, effectively communicating with people across many disciplines and levels of technical expertise, from working with seasoned developers on complex software issues to working directly with customers across the globe, is key to success. My team is responsible for handling a wide variety of product issues escalated from customer support. Responsibilities include some of the following:-Resolve critical customer issues that require the highest possible level of technical expertise-Diagnose and report new bugs-Create patches and workarounds for new bugs-Identify production cloud infrastructure issues-Write generic and one-off tools to streamline support processes and solve customer issues-Document software components and develop training materials for customer support and QA-Verify bug fixes for issues that cannot be reproduced internally-Work with Product Management to prioritize bugs that could or do affect notable portions of the customer base

Ann Arbor, Michigan

Ann Arbor, Mi

As world-wide product support lead for Barracuda Message Archiver, I lead a team of 25 technical support and sales engineers in offices in Michigan, California, UK, Austria, Germany, China, Japan and India. My primary responsibilities are assisting Tier 1 and Tier 2 technicians in providing world-class technical support to our global customer base, along with supporting enterprise-level customers and subscribers of premium-level support. In addition, I work closely with the Engineering and Product Management teams to report and track software bugs, feature enhancements, and attend meetings to discuss on-going work for high profile customers and direction of the product. In previous roles as a Tier 1 and Tier 2, I have supported the Barracuda Backup Service, a local and cloud based backup system, and the Barracuda Spam & Virus Firewall, the industry leader in email content security.