The TAC Primary Support Engineer serves as the primary technical contact for strategic and high-value customers, providing advanced troubleshooting, case ownership, and escalation management. The role ensures timely resolution of complex product issues while maintaining high customer satisfaction and SLA compliance.
This position acts as a critical interface between customers, Vendor Engineering, Escalation teams, and Account Management.
Own and drive customer technical incidents through full resolution.
Handle auto-assigned incidents within defined SLAs.
Open, update, and maintain cases in the support system in compliance with SLAs.
Ensure rapid identification and escalation of critical or complex cases to Level 3 / Escalation Engineering.
Address non-contract and voicemail requests within SLA guidelines.
Diagnose and resolve complex product issues using deep technical expertise.
Reproduce customer issues in lab environments.
Provide remote troubleshooting and resolution support.
Deliver product patches when directed by Escalation Engineering.
Submit verified defects to Engineering systems with proper case linkage.
Interface with Escalation Engineering, Critical Care and other TAC teams.
Coordinate urgent support for high-priority (“Gold” / “Platinum”) customers.
Manage vendor-related issue coordination when applicable.
Provide guidance to frontline engineers and recommend escalations as needed.
Serve as a trusted advisor for strategic customers.
Ensure prompt, professional, and courteous customer communication.
Advise customers on product usage and best practices.
Support Account/Sales teams with technical insights and customer guidance.
Create detailed technical documentation and Knowledge Base (KB) articles.
Provide best-practice documentation for product deployment and network management.
Contribute to procedural improvements and infrastructure enhancements.
Maintain technical competence across supported products and technologies.
Assist in maintaining lab environments and software versions.
Support replacement part coordination for warranty and contract customers.
Participate in department-wide initiatives (process improvement, integration, migration, etc.).
The TAC Primary Support Engineer is expected to:
Demonstrate advanced product expertise and troubleshooting proficiency.
Maintain strict SLA adherence.
Effectively manage high-priority customer relationships.
Escalate appropriately and collaborate across teams.
Contribute to organizational knowledge and process improvement.