As a Technical Support Engineer at Rocana, you will be responsible for high-quality enterprise level support of our applications to our customers and partners. You will be a core member of our Support team providing technical issue resolution and advice. You will work closely with our customers to rapidly assess issues, add to our documentation, troubleshoot, and provide expert advice regarding implementation and use of Rocana’s Applications. As a Technical Support Engineer at Rocana, you will be responsible for high-quality enterprise level support of our applications to our customers and partners. You will be a core member of our Support team providing technical issue resolution and advice. You will work closely with our customers to rapidly assess issues, add to our documentation, troubleshoot, and provide expert advice regarding implementation and use of Rocana’s Applications.

Responsibilities:

• Provide our customers and partners with exceptional technical support.

• Develop root cause analytic systems for disparate customer topologies and environments.

• Acquire a deep understanding of Rocana’s technology, product, and services.

• Troubleshoot technical issues, and provide solutions and/or workarounds

• Escalate critical or time sensitive issues as necessary, file bug reports, and work with engineering to create effective solutions