· Manage our customers' technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Management· Leverage and involve any or all resources as required according to the severity of the customer's issues· Ensure our compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers. These SLA's include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists· Serve as an advocate on behalf of our customers for issues requiring code fixes, patches or feature requests· Follow all documented processes to ensure visibility of the customer's issue or request within the organization.· Assist in maintaining efficient and effective communication between our customers and the Product Specialists.· Responsible for all proactive communications regarding product and program information, supportability issues, and strategic product plans.· Provide Platinum Support Customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues.