Product Support Engineer II

• 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.

• 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.