What are the responsibilities and job description for the Technical Leadership Role for Senior Application Support Engineer position at SymphonyAI?
**Company Overview**
SymphonyAI is a major multinational company with a Global Customer Support organization that requires an experienced Senior Application Support Engineer to coach and guide other Support Engineers. The ideal candidate will be responsible for providing technical leadership, gaining an understanding of the product architecture, and ensuring high-quality service delivery to customers while adhering to strict SLAs.
**Job Description**
The Senior Application Support Engineer will report directly to the Regional Support Manager and be responsible for the following:
- Providing third-level technical support for customers
- Investigating and diagnosing technical issues related to our product Sensa-NetReveal
- Liaising with customers to inform them of progress, request information, manage expectations, and close out issues in a timely manner
- Logging, tracking, and updating tickets in our issue tracking system
- Maintaining and managing test environments for problem replication
- Working with Product Engineering and Project teams to identify solutions to problems outside the support team's scope
- Working closely with key customers to provide premium support and ensure high customer satisfaction
- Acting as a subject matter expert and go-to person for complex issues
- Coaching and guiding Team Members to meet their objectives
- Preparing test cases, release notes, and test releases
- Participating in and owning knowledge transfer from projects to the support team
- Covering some public holidays to ensure adequate support for customers
- Covering weekend support once a quarter
- Contributing significantly to our knowledge base/FAQ
- Providing feedback on the product and suggesting improvements
- Contribute ideas toward process improvements to enhance the customer experience
- Performing other support duties as determined by your manager
