Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.Applies systems analysis techniques and procedures to determine hardware or software systems functionality.Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.As a 24X7X365 organization, incoming call rotation, shift work, holidays, weekends and on-call responsibilities may be required.Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying