Senior Platform Support Engineer

What You’ll Do: 

• Provide 2nd line (L2/T2) support to the product.
• Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications
• Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
• Develop process and procedures to increase issues resolution by Tier 1 Help Desk staff
• Troubleshoot software related problems over the phone and remotely
• Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem
• Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and external