• Respond to support requests through multiple channels and following documented processes • Document support interactions in a company-wide case management system • Document problems and solutions in short and clear articles for our knowledge domain • Advance unresolved issues to senior staff • Research, verify, and document product defects • Manage personal backlog of support requests • Manage customer and partner expectations by providing updates on progress • Participate in product BETA programs and product testing events organized by the product division development teams • Remain informed on improvements in supported products in relevancy to the ENI industry • Support the fundamental development of knowledge base quality • Influence product management and product development to make improvements