Product Support Engineer

Job Summary

As a critical technical resource, the full-time remote Product Support Engineer - Tier 2 will troubleshoot and resolve complex product issues, advocate for customers, and collaborate with support teams to enhance service quality.

Key responsibilities

• Troubleshoot and resolve complex technical problems related to software, integrations, and infrastructure
• Interface with customers to provide clear explanations and solutions to technical and non-technical users
• Work closely with support teams to efficiently resolve escalated tickets and identify trends in customer-reported issues

Required qualifications

• 2+ years of experience in Customer Service in the Tech Industry or a related field
• Familiarity with Windows Servers, Active Directory, LDAP, and Group Policy
• Experience with client operating systems including Microsoft Windows, macOS, ChromeOS, and Linux
• Basic understanding of networking concepts
• Ability to work independently and manage multiple cases simultaneously