Title: Support Leadership and Other Random Thoughts
Publisher: Miles Goldstein, Individual
Thoughts from Miles Goldstein, a proven leader who has built and managed global Support, Services, and Engineering organizations in enterprise software companies. Experience includes sustaining engineering, QA / testing, documentation, application operations, and all aspects of software technical support, including rapid repair (tier 3), back-end diagnostics (tier 2), front-line support (tier 1), major account management, escalation support, and crisis management.