Maintenance and Support Engineer

Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details, drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction.

Handles or assists with most support requests; additional responsibilities include: Ensuring requests are accounted for in established service level agreements (SLAs) and are addressed, analyzed and resolved in a timely and accurate manner.

Facilitating joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements.

Incident ownership, monitoring, tracking and communication.

May provide technical advice and support for less experienced team members.

Facilitates requests escalated from M&S team customers and other support teams.

Joins bridge calls with customer in order to request additional information and / or inform about tickets status and progress.

Responsible for clear communication with other involved teams with other internal and external support and development teams (including product development / engineering).