Product Support Engineer
Job Summary
Working remotely in a full-time capacity, the Product Support Engineer will manage support cases, perform initial troubleshooting, and analyze customer-reported information to contribute to the development of cutting-edge products.
Key responsibilities
- Receive, triage, assign, track, and update support cases in the support environment
- Collect, validate, and analyze customer-reported information, logs, and diagnostics
- Perform initial troubleshooting and escalate cases to L2/L3 based on complexity and impact
Required qualifications
- Customer support or product support experience appropriate to the assigned band
- Foundational to strong technical troubleshooting and diagnostic skills
- Case, ticket lifecycle, and escalation-process awareness
- Clear written and verbal customer communication skills
- Ability to work in a structured support environment and collaborate across functions
Complete Job Description
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