> Markdown version of [/jobs/ext/2110278-product-support-engineer](https://www.wearedevelopers.com/jobs/ext/2110278-product-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Engineer - **Company:** Property Professional Group - **Location:** Peoria, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Collaborative Software, Knowledge Management, Microsoft Dynamics, Power BI, Salesforce.Com, Microsoft SharePoint, Tools for Reporting, Servicenow - **Published:** August 19, 2026 - **Apply:** https://www.dice.com/job-detail/18754cbf-f691-4c54-8340-2be3507a09e8 ## About the Role * 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. ## Description * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers)