Tier III Application Support Engineer Job - (Seattle, WA)

Responsibilities: ? Develop a comprehensive architectural awareness of a complex, cutting edge software product ? Diagnose nuanced performance issues spanning multiple software components ? Use effective analytical techniques to efficiently resolve tier three support incidents in the field ? Interact professionally with customers ranging from high-level decision makers to IT staff ? Positively represent the company and develop goodwill in all customer interactions ? Respond to support requests over phone and e-mail using Company?s support ticket system ? Prioritize support tickets and exercise individual judgment based on issue severity ? Manage the ticket escalation process and collaborate closely with engineering team in reporting and tracking software bug resolution ? Write and maintain product documentation/FAQ?s/support materials Necessary skills: ? Expert troubleshooting and analytical abilities ? Outstanding verbal and written communications skills ? Strong Windows/Mac OS/browser