Technical Support Engineers are responsible for managing the workflow to resolution, what are the steps they follow in resolving a case?

First determine the problem, Then think of suitable solutions

Finally coordinate with related works to perform the selected solution.

I'm afraid this is not something I'm familiar with; but I found this.  I hope it helps

1st step: Define the problem

2nd step: Analyze it. Try to fine the root of the problem by using many different tools (fishbone diagram, cause-and-effict, whys, and so on). Also, collect the data as much as you can from employees to figure out the main reason of the problem

3rd step: Solve the problem for short-term and long-term. try to come up with many different solutions. 

4th step: Study the solutions before implemented. if you could use simulation software, it would be easy to figure out if there is problem or not. 

5th step: Lets say that you have more than one solutions. In my opinion, sort them by long-term to short-term solutions. Then, see which one it would be easy to implement with low cost. 

Final step: implement what you find it is good for the company and control it

 I think they have to apply Deming Cycle PDCA (plan–do–check–adjust).

Thanks

First, it must be recognized that there is a problem

Second: Disturbing the right atmosphere and the right time to discuss the Case

Third: to develop alternative solutions, which the Team feels of interest in him and regret the shortcomings

Fourth: not to identify who caused the problem

Fifth: Forget the problem completely and think about the solution

Greetings