Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.. Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Some barriers to entry exist at this level (e.g., dept/peer review). Level at which career may plateau. Frequently contributes to the development of new ideas, methods and/or theories. Develops resolutions to complex problems where analysis of situations or data requires an in-depth evaluation of variable factors and that require frequent use of creativity. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Determines methods and procedures on new assignments and may coordinate activities of other personnel. Work is accomplished without considerable direction and exerts significant latitude in determining objectives of assignment. Erroneous decisions or recommendations would normally result in the inability to reach crucial organizational objectives and may have a prolonged effect. University degree and 6+ years of related experience, or equivalent work experience.