Taking tech support calls from customers that range from highly experienced IT professionals to elderly folks who need help with MS Office. At the same time, emailing existing customers regarding unresolved cases
As a level 2 technical support engineer I am responsible for a specific product known as the Unity. It is a tier 2 storage device. I deal with technical escalations for our customers. Basically I support this product at the highest level before our engineering. The position is customer facing. Therefore, it does require technical expertise as well as the ability to work directly with customers. Typically, a service request will get escalated and I will work with the customer at a more advanced technical level to help them resolve the issue.