Jira
Tyler Rosenow
Sr. L3 Technical Support Engineer (Team Lead)
Goleta,CA
Summary
Sr. Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
15
15
years of professional experience
Work History
Sr L3 Technical Support Engineer (Team Lead)
GoTo
Santa Barbara, CA
01.2007 - Current
- Team Lead for Level 3 (Engineering Production Support) Team
- Manage customer escalations sent via Jira from L2 Team, Customer Success or other various departments by either resolving them, or passing to Engineering to fix after vetting issue. Approximately 80% of tickets filed were resolved by w/o further escalation.
- Point of contact for Enterprise customer escalations, meeting with them to access, diagnose, troubleshoot/resolve their issue. If issue required engineering involvement, I'd offer updates and timeline for fix.
- Lead weekly triage meetings with Engineering to review new tickets filed and to get updates/resolutions/ETA timelines on existing tickets and communicate back to Care.
Education
Associate of Arts -
Santa Barbara City College
Santa Barbara, CA 05.2001 -
Skills
Bug tracking
Software
Salesforce
Confluence
Splunk
SQL
Accomplishments
Company Values award for Leadership 2x
GoTo Club MVP 2x
Timeline
Sr L3 Technical Support Engineer (Team Lead)
GoTo
01.2007 - Current
Associate of Arts -
Santa Barbara City College
05.2001 -
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