Senior Support Engineer

• Nov 2021 - Present

Lead escalations towards customers and DQ support. Build improvements in support processes in close collaboration with other departments. Identify opportunities to propose new troubleshooting or performance analysis tools. Ensures customer success by debugging, performing root cause analysis and proposing fixes/workarounds to the complex customer issues. Troubleshooting a wide range of capabilities from software defects, configuration errors to external environment factor. Perform case reviews to identify trends and improvement areas and give feedback to project teams. Provide technical support to project teams and assist in setting up environment. Part of standby 24/7 support organization for critical customer escalations. Take complete ownership of escalations. Have strong problem solving and analytical skills. Creation and curation of knowledge-base articles and documentation.

R&D Software Forensic

• Aug 2016 - Oct 2021

Lead and facilitate the root-cause analysis of critical software problems with the help of your colleagues in R&D Participate in working out particular solutions for the identified problems Address difficult questions about the Quintiq software and about its design/capabilities Be involve and suggest Requests for Change in the software Occasionally productize software knowledge by communicating and documenting your findings, experience and lessons-learned Lead and own internal improvement projects (software quality, more effective support/development processes, etc.)

R&D Software Forensic

• Jan 2013 - Aug 2016

Lead and facilitate the root-cause analysis of critical software problems with the help of your colleagues in R&DParticipate in working out particular solutions for the identified problemsAddress difficult questions about the Quintiq software and about its design/capabilitiesBe involve and suggest Requests for Change in the softwareOccasionally productize software knowledge by communicating and documenting your findings, experience and lessons-learnedLead and own internal improvement projects (software quality, more effective support/development processes, etc.)

Software Support

• Apr 2011 - Dec 2012

First Line Support

• Jan 2010 - Apr 2011

Software Support Engineer

• Jan 2007 - Sep 2009

Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required. Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration. Provide prompt and accurate feedback to customers. Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance. Mentor and provided advice to Associate Support Engineers and other Technical Support Engineers as needed. Take highly complex or sensitive issues elevated from Associate Support Engineers and Support Engineers as needed and directed by management. Use approved protocol to communicate with Development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem. Elevate hot fix requests to support managers for processing based on approved protocol. Participate in regular support team meetings. Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents. Prepare test systems for replication of user issues. Documentation, FAQs and Application Notes (for internal and/or external audience). Prepare Software Problem Reports for Kofax’s Engineering Team. Lead in project transition from consulatant to support. Have experience in Kofax Indicius, scanner driver setting, and document imaging.