What is an Enterprise Support Engineer: 5 Common mistakes in working with Enterprise Support

As an Enterprise Support Engineer (ESE), you work directly with our most significant and most strategic business customers to identify, identify, and resolve your technical issues.

You become a trusted advisor and client advocate for accounts in your assigned portfolio: you get to know the customer’s environment. Provide expert technical support and understand and defend your needs. It manages “business-critical” support escalations and acts as an active member of the account team.

In this role, you are accountable for working with important multi-level customer contacts, from technical and administrative contacts to executives. It helps identify IT goals, uncover customer weaknesses, make recommendations, and identify current and future IT needs. You will perform a significant role in helping our customers avoid unplanned disruptions by providing proactive guidance and recommendations for best operational practices, both tactical and strategic.

In this role, it is a crucial element to ensure the highest level of customer involvement. Through regular contact with your assigned customers, you will build deep relationships and use these relationships to conduct conversations that will ultimately help to gather detailed profiles of our clients. By capturing data and a deep-seated interest in questions, you can use your trusted advisor position to examine and understand key initiatives within your customer base and identify the areas in which BlueCat products can help achieve those goals.

5 Common mistakes in working with Enterprise Support

When your company enrolls in commercial support, it makes sense to leverage financial investment. However, I have seen several ways in which companies collaborate with commercial backing, resulting in poor results.

1. Do not think that Enterprise Support replaces employee training.

You may be asking relatively basic questions for AWS support. However, if you are primarily concerned with the commercial backing to answer basic questions about the use of this service, you can better spend your money on hiring in-house staff who are already familiar with AWS concepts. Despite all efforts, AWS cannot handle its applications as internal staff can and should.

2. DO NOT treat business support personnel as if you were the enemy.

Because they are not, I have seen people who have drawn definite lines between “us” and “them.” These begin at the level of communication errors and continue in the area of ​​empathy errors.

Yes, I understand that you want to keep company information secret. You don’t want to explain that the technical problem you are trying to solve is classifying Twitter for dogs’ pets by breed and size. But you must find an acceptable way to share what you are trying to do, or professionals have a limited ability to help you. If you refuse to tell your account team what you are working on, you will not be bothered if it turns out that AWS is launching a service that will solve your specific problem.

AWS offers multiple services that can help solve everyday problems. It always amazes me how many times I see a structural problem in a client’s environment that reflects what happens in another client’s situation. If you are trying to move data from one place to another or omit a frustrating restriction on the AWS offer (or your perception of that restriction), talk to your account team first.

3. DO NOT be rude to the business support team.

If your first answer to any AWS service incident is to blame your answering machine, you’re not just wasting your money, and you’re also an idiot. TAMs are customer-oriented support staff. They cannot cause business interruptions (well, not without much creativity!), To break down business operations or to demand specific answers from customers of engineers who do everything in their power to respond to the disruption. By shouting at them, you become the commercial version of someone calling Dell to tell the poor phone support representative that your laptop is not working correctly.

You have the right to be upset when a service you pay for fails. However, it is not a productive use of one’s time to eliminate this frustration in people who are often as dark as you.

4. YES, treat Business Support as more than a paid ticket tracking service.

Typically, engineers operate business support as if the sole responsibility of the support team was to track their AWS tickets. While tickets are essential (unfortunately, they are one of the few ways large companies internally communicate between multiple units), this is the smallest part of what enterprise support engineer companies offer. If you see support only in terms of troubleshooting, it makes more sense and more economically to hire a few people with the necessary skills to perform this function.

5. Understand that you need to restore the relationship regularly.

Business support has many benefits, but only if you and your team know they exist. To this end, it is crucial to understand how the relationship with the AWS era changes. You hire new staff; they shift the crew to an end, and suddenly you have a team of developers that have never officially submitted to commercial support. Update and renew this relationship regularly, especially if the organization has staff on both sides.