Senior product support specialist vs technical support senior engineer

Differences between senior product support specialist and technical support senior engineer duties and responsibilities

Senior product support specialist example responsibilities.

• Use of Salesforce to both manage user account access and create/remedy trouble tickets generate from both customer and internal inquiries.
• Design embedded wireless control board using Zigbee modules for commercial HVAC systems.
• Interact with service providers and product vendors to troubleshoot, identify and resolve core issues.
• Review all incoming cases, enter cases into ticketing system (CRM) and assign cases to specialist.
• Plan, design solutions, and troubleshoot hardware, software, peripheral and network problems for the products.
• Perform standard safety database maintenance administration activities and ensure proper documentation of these activities for maintenance of a validate computer system.
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Technical support senior engineer example responsibilities.

• Manage releases of all front-end applications to Citrix farm.
• Investigate, reproduce and troubleshoot all escalate issues and manage them until resolution.
• Manage and lead client-server performance cases by analyzing database performance and metrics that includes hardware and network relate performance analysis.
• Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
• Analyze systems for capacity planning and assist with the enhancement of network infrastructure and distribute applications.
• Build, maintain and upgrade W2K3 and W2K8 servers for DOD & USAF.
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