* Interact with customers to help troubleshoot and resolve complex technical product problems or issues. * Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements. * Track and document inbound support requests and ensure proper notation of customer problems or issues. * Document problems and solutions to train lower-level support on how to properly address customer or product problems. * Communicate with product development department to improve on current design or to identify possible problems with design. * Stay abreast of current technology in products, design changes, and new products offered. * May travel to client site in order to resolve extremely complex customer and product issuesEducation