Steve Overton's Linkedin Analytics

As a Senior Support Engineer I am expected to be able to take a complex technical issue and break it down into actionable troubleshooting steps which either result in the issue being resolved or in the issue being understood well enough to document for Product and Engineering to fix in cases where it is the result of a bug. I also oversee the curation of bug and feature request tickets, and manage problems and incidents from the Support perspective, so an attention to detail and clear communication skills are essential when helping to translate customer feedback or reports into meaningful, actionable bug or feature request write-ups. In addition to customer tickets, I am expected to be a master of the product and to serve as a resource for other internal teams who may have questions.