li>Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs.
Advanced Technical Expertise: Strong working knowledge of enterprise software components—including SQL Server, networking, VMware, and operating systems—allowing for efficient, high-quality technical support and troubleshooting.