Provides written technical support to global customers, troubleshooting Lansweeper issues across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure. Reproduces issues in lab environments, documents solutions, manages cases and SLAs, maintains technical documentation, and supports escalated customer calls. The role requires strong networking, virtualization, cloud, SQL, and IT infrastructure skills, with opportunities to develop subject-matter expertise and use AI tools to improve resolution speed.

Troubleshoot customer technical support cases, reproduce issues in a lab spanning Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure, and document resolutions clearly. Manage high-volume caseloads, follow up on open cases, meet SLAs, maintain documentation in Confluence, Jira, and Salesforce, and eventually support severity-one and enterprise customers. The role requires strong networking, systems administration, virtualization, cloud, SQL, communication, and organizational skills.