Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content
Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
Enable swarming and collaboration activities, including advanced troubleshooting
Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)
Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
Ensure landing of new feature onboarding
Own cases, as business demands
Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
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