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So, now I found myself being hired as a ‘Technical Support Engineer’.  The only problem is the same problem as most everywhere else; solving ‘cases’ does not translate to fixing the product.  As is often discovered there’s a disconnect with ‘improving’ a product over ‘advancing’ a product.  Accordingly, I developed an enterprise international monitoring system from open-source technology.  It was scale-able, extremely flexible, had a very low cost per incident, and a 90% catch rate.  It was designed to be pre-emptive, but required baseline discoveries to capitalize on that philosophy.  While most employees were let go due to downsizing, ‘monitoring’ solidified my employment through it all.  All the while being the lead technical support engineer too.