Telecommuting Digital Product Support Engineer Tier 2

Job ID: Available for Members

Location: Central Time, Illinois, Indiana, Iowa, Kansas, Michigan, Minnesota, Missouri, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin

Compensation: To Be Discussed

Posted: Thursday, April 19, 2018

Job Category: Information Technology, Quality Assurance

Telecommute Level: 100% Telecommute

Travel Requirements: No Travel

Weekly Hours: Day Shift, Full Time

Employment Status: Permanent

Employer Type: Employer

Career Level: Experienced

Additional Information: Benefits Available

Job Summary

A design company has an open position for a Telecommuting Digital Product Support Engineer Tier 2.

Core Responsibilities Include:

  • Responding to and engaging qualified customer inquiries and requests
  • Comparing, analyzing, and escalating user requests to Product and Engineering teams
  • Acting as quality assurance for escalations and technical backbone and resource for Customer Support teams

Qualifications for this position include:

  • Experience serving as quality assurance for escalated customer requests and bugs
  • You have prior knowledge of design practices (UI, UX, research, testing)
  • Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk,, Help Scout)
  • You've demonstrated technical support experience, preferably in a SaaS B2B setting
  • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with engineering to ensure resolution.
  • Experience supporting, troubleshooting, and assisting with development of desktop applications and web application integrations leveraging API; e.g. REST, SOAP, etc