Product Support Engineer II
Pay Rate: $48.00 – $52.00/hr
Schedule: Monday-Friday, 1st Shift
Work Arrangement: Hybrid (1-3 days onsite per week)
We’re seeking a Product Support Engineer II to join a leading global manufacturer and support critical customer and dealer-facing operations. This role is ideal for professionals with experience in customer support, technical support, product support, application support, or case management environments who enjoy solving problems, researching solutions, and improving the customer experience.
Key Responsibilities
- Investigate and resolve escalated customer and business partner inquiries.
- Research issues using internal systems, documentation, and knowledge resources.
- Manage case queues, monitor SLA commitments, and drive timely case resolution.
- Document findings, recommended actions, and resolution guidance within case records.
- Identify recurring support trends and contribute to FAQs, knowledge articles, training materials, and process improvements.
- Collaborate with cross-functional teams, suppliers, and business stakeholders to address complex issues and improve support processes.
Qualifications
- Bachelor’s degree and 1-3 years of experience in customer support, technical support, product support, digital operations, contact center operations, application support, or a related field.
- Equivalent combination of education and relevant experience will be considered.
- Experience working in a case management, CRM, ITSM, support desk, or operations environment.
- Strong troubleshooting, documentation, and analytical skills.
- Excellent written and verbal communication abilities.
- Ability to manage multiple priorities while maintaining attention to detail.
Preferred Experience
- Salesforce, ServiceNow, Microsoft Dynamics 365, or similar CRM/ITSM platforms.
- Knowledge management and process improvement initiatives.
- Microsoft Teams, SharePoint, Excel, Power BI, and related productivity tools.
- Experience supporting customers, dealers, or internal business partners.
Why Apply?
This opportunity offers exposure to a highly collaborative support organization where you’ll work across multiple business functions, develop your problem-solving expertise, and contribute to improving customer support processes on a large scale.
If you’re looking for a role that combines customer support, technical problem-solving, case ownership, and continuous improvement, we’d love to hear from you.
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