Product Support Engineer

The Product Support Specialist supports Tier 1 advisors with escalated customer questions by researching answers beyond existing knowledge articles and coordinating with internal resources to move cases toward resolution. This role documents recurring FAQs, monitors SLA progress, and helps drive aging cases to closure while improving support paths and knowledge content. Key Responsibilities

• Answer Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps.

• Document findings, recommended actions, and resolution guidance in the case record.

• Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress.

• Work aging cases by identifying blockers, engaging the right resources, and communicating status until resolved or escalated.

• Partner with internal and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

Team & Work Environment

• Works closely with Tier 1 advisors, supplier support teams, business partners, technical teams, knowledge owners, and workstream leads to clarify ownership and improve the handup experience.

• Bachelor’s degree with 1-3 years of experience in customer support, technical support, product support, digital operations, contact center operations, application support, or a related field.

• In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment.

Skills & Qualifications

• Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred.

• Experience in call center, digital operations, technical support, product support, or case-management environments preferred.

• Experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities.

• Ability to research and interpret support information across systems, knowledge repositories, procedures, and internal resources.

• Strong case management skills, including documenting issue details, actions taken, findings, next steps, and resolution guidance.

• Ability to assess priority, monitor SLA expectations, identify aging-case risks, and take timely follow-up action.

• Comfortable using ITSM, CRM, knowledge management, collaboration, and reporting tools.

• Ability to translate recurring support themes into FAQ, knowledge article, training, or process improvement recommendations.

• Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms preferred.

• Experience with digital, dealer, customer, product support, or eCommerce applications preferred.

• Experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools preferred.

• Clear written and verbal communication skills, including concise, actionable guidance for Tier 1 advisors and internal partners.

• Strong time management skills to balance handups, aging cases, follow-ups, documentation, and competing priorities.

• Collaborative team mindset with the ability to build trust, ask effective questions, share information, and work across groups.

• Customer-focused problem solving, ownership, attention to detail, and follow-through.

• Ability to work independently while knowing when to escalate, seek clarification, or engage additional resources.

• 401(k)

• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

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