Role Overview

As a Tech Process Senior Specialist, you act as the critical bridge between global frontline support (across PTGSB segments), Product Engineering, and the Center of Excellence (CoE). You are the final line of defense for complex technical challenges and the primary architect of the knowledge that empowers our entire support ecosystem. You will support agents, troubleshoot advanced technical issues, and focus on efficiency and product improvement. You will handle final level consults from their respective PAs to speed up solutions for Account Managers and end customers. In addition to consults from frontline support, you will handle escalations from the Sales team to resolve high priority tickets. You will also support new product launches (Closed and Open Beta) by resolving technical issues, creating new content, and capturing and disseminating knowledge on new features to the broader team across GOC and partners.

Position Responsibilities

...