Product Support Engineer

The Product Support Engineer acts as a bridge between customers, product and development teams, ensuring issues are resolved efficiently while continuously improving the product experience through insights and feedback.

A Product Support Engineer is responsible for providing technical assistance to customers and ensuring the smooth operation of a product or service. This role involves troubleshooting issues, analyzing system behavior, and collaborating with internal teams to resolve complex problems while delivering a high-quality customer experience.

• Provide technical support to customers via email, call, video conference or ticketing systems
• Investigate, troubleshoot, and resolve product-related issues in a timely manner
• Perform analysis and document findings for recurring problems
• Reproduce customer issues in test environments to identify solutions
• Offer technical guidance and recommendations
• Monitor product performance and identify system anomalies or bugs
• Escalate critical or unresolved issues to engineering team with detailed analysis
• Collaborate with product, engineering, and QA teams to improve product quality
• Participate in user acceptance testing (UAT) for feature releases
• Become a subject matter expert for our product and its features
• Conduct trainings for team members and users
• Create, maintain and update knowledge base articles, FAQs, and documentation
• Ensure compliance with SLAs (Service Level Agreements) and response timelines
• Provide regular updates and maintain clear communication with customers

• Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent experience)
• 2+ years of experience in technical support or a similar role
• Strong understanding of:
• Operating systems (Windows/Linux)
• Networking fundamentals (TCP/IP, DNS, HTTP/HTTPS)
• Databases (basic SQL knowledge)
• Proven experience troubleshooting software applications and systems
• Strong problem-solving and analytical skills
• Ability to analyze logs and debug technical issues
• Excellent verbal and written communication skills
• Must be a self-starter who thrives in a team-oriented environment
• Proven propensity to learn new technologies quickly
• Familiarity with ticketing tools (e.g., ServiceNow, Jira, Zendesk)
• Experience in SaaS or enterprise software support environments
• Experience with CRM software systems, web content management systems, membership management systems or other association software tools
• Technical skillset should include working knowledge of MS SharePoint, MS Word, MS Access, MS Outlook, MS Excel, HTML, XML and browser technologies, including developer tools
• Experience working in Agile methodologies
• Experience in Jira or related test management/bug tracking tools

• Customer-focused mindset with strong empathy
• Ability to handle high-pressure situations and critical incidents
• Strong attention to detail and documentation skills
• Team player with a collaborative approach
• Adaptable and eager to learn new technologies