Sr Support Engineer - FreeWheel

Job Summary

Job Description

Core Responsibilities

• Supporting business operations by troubleshooting product issues and providing detailed technical recommendations under some supervision
• Collaborating with Sales teams to evaluate product modification requests and contribute engineering insights for customization projects
• Leading product demonstrations and technical presentations to customers with guidance from experienced team members
• Developing test procedures and executing validation plans for standard product configurations following established protocols
• Documenting technical specifications and product capabilities to assist customers in making informed purchasing decisions
• Participating in cross-functional product review meetings to provide technical input on customer requirements and solution feasibility
• Maintaining technical product knowledge through ongoing training and applying expertise to support customer application needs
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills