Responsible for low-level support (in between the Technical support and Development teams) of Quest released products through end of service life (EOSL). Leads the timely analysis of potential product defects identified either through formal escalations from regional Technical Support teams or from hands-on experience. Works cross-functionally with other engineering teams and selected technology partners to carry out action plans to close defects and/or information gaps. Engages external customers directly during issue analysis or to present findings. Works with quality, services, customer support and sustaining personnel in determining cause of failures, and monitors failure trends.
· Identifies and supports all opportunities to improve organizational execution, processes, and effectiveness.
2 years of experience in software product support.