Mission:

This is an exciting opportunity to be a part of a large community of users of a recently upgraded suite of platforms. Provides an opportunity to work with both the user community as well as the customer while serving as a point of contact for assistance and becoming an experienced user of the system. Brief users at training sessions and customers as required.

Essential Job Function:

As a Systems Engineer, you will provide community management and help desk support, serving as the primary point of contact for user issues, including access challenges, feature questions, and issue triage during core support hours. You will act as a subject matter resource on platform capabilities, configurations, and use cases, while training and briefing users at all levels through webinars, documentation, and live sessions. The role also involves actively engaging with user communities by monitoring discussions, answering questions, and promoting participation, as well as building and improving community structures and supporting community owners. Additionally, you will gather and communicate user requirements, contribute to testing upgrades, maintain training and release materials, and track and report on support metrics, help desk activity, and recurring program updates.