Senior Product Support Specialist - (Atlanta, GA)

Senior Product Support Specialist POSITION PURPOSE The Sr. Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. This role also sets standards within the Product Support Team and coaches and trains teammates based on knowledge and skill gaps. The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above. MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES 15% - Support & Enablement: Receives incident from escalation of L2 or receives incident from application& infrastructure teams directly; troubleshoots technical issues via phone