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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Engineer - **Company:** Daon Inc. - **Location:** Fairfax, VA, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Java (Programming Language), JavaScript (Programming Language), Application Programming Interfaces (APIs), Amazon Elastic Compute Cloud, Amazon S3, Apache Tomcat, JIRA, Bash Shell, Mobile Application Development, Databases, Software Debugging, Web Servers, Issue Tracking Systems, Java Virtual Machine (JVM), Linux System Administration, LiveChat, Microsoft SQL Server, MySQL, Oracle (Applications), Windows PowerShell, Red Hat Enterprise Linux, Software Engineering, Workflow Management Systems, Software Licensing, Scripting, Transport Layer Security, Amazon Virtual Private Cloud (VPC), Kotlin, Amazon Relational Database Service, Information Technology, Web Technologies, Route53, Objective C++, Restful APIs, Zendesk - **Published:** May 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9e0fb1dbdeb6ba1f ## About the Role * Bachelor's degree in Computer Science or a related technical field, or equivalent practical experience. * 1-3 years of experience in technical support, product support, or a similar customer-facing role preferred. * Excellent written and verbal communication skills in English and Spanish required. * Experience with ticketing systems, live chat support channels, and basic workflow tools. * Hands-on experience troubleshooting and supporting software products. * Familiarity with support operations and metric reporting. * Strong cross-functional collaboration skills. Success Factors The ideal candidate brings strong technical expertise in at least one domain, paired with clear and empathetic communication, sound problem-solving skills, and a genuine commitment to customer outcomes. You are organized, accountable, and comfortable working at pace in a dynamic environment. You take initiative in building product knowledge and are a reliable, engaged team member. Technical Skills - Proficiency Required in at Least Two of the Following Areas: Programming & Scripting * 1+ years of experience writing Python scripts and applications. * Ability to read, understand, and debug code in at least one of: Objective-C/Swift, Java/Kotlin, or JavaScript. * Strong scripting skills in PowerShell and Bash. Mobile Development & Support * Experience with Mobile SDK integration, testing, or development. * Familiarity with mobile app development languages including Swift/Objective-C and Java/Kotlin. * Ability to support mobile application development, testing, and troubleshooting. Web Technologies & APIs * Solid understanding of RESTful APIs, including the ability to construct and execute REST web service calls for testing. * Knowledge of TLS/SSL, security certificates, and web server technologies such as Apache Tomcat. Database & System Administration * Basic SQL knowledge and scripting across Oracle, MSSQL, and MySQL. * Proficiency in Linux environments (non-GUI), particularly Red Hat Enterprise Linux or variants. * Experience with Java-based infrastructure, including JVM troubleshooting and interpreting Java error messages. * Proficiency in AWS services: EC2, RDS, VPC, S3, and Route53. ## Description * Provide professional tier-1 and basic tier-2 product support to ensure customer satisfaction. * Triage and document new support incidents; test key applications against our SDKs to replicate and diagnose issues. * Consult with and escalate complex cases to software development and engineering teams. * Draft and maintain knowledge base articles and internal support documentation. * Gather regular support metrics and produce status reports to support operational workflows. * Assist in maintaining internal business tools (e.g., Jira, Zendesk workflows, CRM integrations) and managing software licenses. * Participate in on-call weekend rotation for critical global support. * Develop deep product knowledge to serve as a subject matter expert for customer inquiries. * Provide management with ongoing feedback on the effectiveness of customer service and internal operations processes. ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [MySQL Protocol Features You Should Be Aware Of](https://www.wearedevelopers.com/videos/100267-mysql-protocol-features-you-should-be-aware-of) - [Kotlin Multiplatform - True power of native code reuse](https://www.wearedevelopers.com/videos/4-kotlin-multiplatform-true-power-of-native-code-reuse) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Developer Marketing](https://www.wearedevelopers.com/videos/1049-developer-marketing) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)