In this role, the Support Engineer will work within an internal support operations environment focused on reducing executive‑level escalation risk. The position centers on: Proactively monitoring incoming technical support cases Identifying potentially high‑risk situations Engaging early to prevent issues from escalating Evaluating technical case health Ensuring high‑quality communication Contributing to ongoing improvements in risk‑assessment processes This is a highly collaborative and visibility‑driven role requiring strong situational judgment, clear communication, and comfort interacting with multiple layers of leadership. Provide technical assistance to users by addressing inquiries related to software, hardware, and system operations, typically involving lower‑complexity issues. Review incoming support cases with a focus on evaluating overall health, technical accuracy, and communication quality. Identify high‑risk or sensitive cases that require proactive engagement to reduce the likelihood of escalation. Contribute to the enhancement of a risk‑evaluation engine using AI‑based prompt engineering and insights from historical case trends. Maintain detailed records of daily case activity, communication events, issues encountered, and resolution steps taken. Independently research technical issues by reading documentation, using diagnostic tools, and collaborating with users or internal teams.