Scott Tucker Email & Phone Number

- Supports customers and partners as a technical lead, within the customer account team, to technically qualify and evaluate new business opportunities. - Acts as a technical point of contact for customers and partners to escalate or request additional support, and to host scheduled meetings with key customers and partners to maintain success in the delivered service. - Ensures that customer requests are properly handled with the necessary care and attention required to deliver time-bound success, while collaborating with other internal departments such as Support, Sales, Product Management and Senior Management. - Conducts and engages with our customers and partners in the completion of new business tenders, Proof-Of-Concepts (POCs), installations and configurations of solution deployments. - Responsible for upkeep of process development and validation of solution enhancements to ensure continual improvements and success within the delivered service.

- Technical Support Engineer, providing technical customer support for RSA Identity Governance & Lifecycle product. - Triaged and progressed incoming cases of all levels of complexity to a solution. - Provided frequent and detailed updates to customers via phone, email and/or web-conferencing tools such as WebEx and Zoom. - Collaborated with other departments, including; Product Management, Engineering, Professional Services, Escalation & Account Managers. - Engaged on escalated customer issues and supported through to a stable solution. - Built and maintained trusted relationships with customers to a level where my support has been directly requested by customers. - Provided support to many global high-profile customers every day, engaging as an account's technical engineer and manager of cases. - Worked in a premium support role, as a Dedicated Support Engineer, to deliver the highest level support for multiple customers. - Visited customer site, engaged with their team to understand their business requirements and challenges, then identify plan of solution and continue to support them on-site and also remotely. - Provided 24x7 support to customers as part of the on-call rota. - Created and maintained knowledge article documentation for various case scenario’s. - Provided on-going training, including on-boarding, to new team members.

Technical Support Engineer, providing technical customer support for RSA SecurID product.