21/05/2008

Since customer satisfaction plays an important role in sustaining the Rational business with the customers; the main objective of the Technical Support Engineer is to resolve the customer issues with ClearCase in a timely; courteous and professional manner.
Although you are a technical expert; you may often need the help of other world-wide experts; like Rational product developers; the account managers and others to resolve the issue. Nevertheless; your responsibilities lie in the orchestration of this and you remain the customer contact and keep the responsibility for the progress towards the solution. All the time you are continuously focused to reduce the impact to the customers business. Ownership; team playing and customer focus are key elements of attitude of the Technical Support Engineer; who is doing his/her work in an international environment.