Product Support Engineer

Key Responsibilities

• Review and respond to Tier 1 escalations by assessing case details, clarifying the question or issue, researching available resources, and providing clear next steps.
• Document research findings, actions taken, recommendations, and resolution guidance accurately in case-management systems.
• Monitor assigned cases, escalations, and queues to support timely follow-up and service-level expectations.
• Manage aging cases by identifying blockers, coordinating with appropriate resources, communicating status, and escalating issues when appropriate.
• Collaborate with internal teams, business partners, and external support providers to resolve customer and product-support questions.
• Identify recurring questions, support trends, process gaps, and documentation opportunities.
• Provide feedback and recommendations that improve FAQs, knowledge articles, training materials, support processes, and escalation paths.
• Maintain accurate and timely case documentation and follow established support procedures and service-level requirements.
• Use available systems, knowledge repositories, procedures, and reporting tools to research issues and support resolution.
• Perform other duties consistent with the responsibilities of the position.

Required Qualifications

• Bachelor''s degree and 1–3 years of relevant experience in customer support, technical support, product support, digital operations, contact center operations, application support, case management, or a related field; or
• 4+ years of relevant experience in support, operations, application support, or a related environment in lieu of a degree.
• Experience working in a customer, business-partner, technical-support, or case-management environment.
• Experience documenting case information, research findings, resolution guidance, process gaps, or knowledge-content opportunities.
• Ability to research and interpret information across multiple systems, knowledge repositories, procedures, and internal resources.
• Ability to maintain accurate case documentation, including issue details, actions taken, findings, next steps, and resolution guidance.
• Ability to prioritize work, monitor service-level expectations, identify aging-case risks, and take appropriate follow-up actions.
• Proficiency with standard business and collaboration technology, including case-management, CRM, ITSM, knowledge-management, or reporting tools.
• Ability to identify recurring support issues and communicate recommendations for FAQs, knowledge articles, training, or process improvements.
• Strong written and verbal communication skills, including the ability to provide clear and actionable information to support advisors and internal partners.
• Strong organizational and time-management skills with the ability to manage competing priorities.
• Ability to work collaboratively across teams and independently within established processes.
• Strong problem-solving, attention-to-detail, ownership, and follow-through skills.
• Sound judgment regarding when to resolve an issue independently and when to seek clarification or escalate.

Preferred Qualifications

• Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or a comparable CRM or ITSM platform.
• Experience supporting digital, dealer, customer, product, or eCommerce applications.
• Experience with Microsoft Teams, SharePoint, Excel, Power BI, Copilot, or comparable productivity and reporting tools.
• Experience working with knowledge-management programs, FAQs, training content, or support-process improvement initiatives.