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# Product Support Engineer 1

- **Company:** Epitec, Inc.
- **Location:** Kennett Square, PA, United States
- **Experience:** Starter
- **Salary:** $54,080.0 - $58,240.0
- **Contract:** Permanent contract
- **Skills:** Monitoring of Systems, Software Troubleshooting
- **Published:** November 5, 2026
- **Apply:** https://www.careerbuilder.com/job-details/product-support-engineer-1-kennett-square-pa--57742f70-b8db-4c7d-b0a0-96ab6478368e

## About the Role

Technical Support, Product Engineering, Technical Support, Product Engineering, Time Management, Product Support, Identify Issues, Customer Support/Service, Heavy Equipment/Vehicles, Problem Solving Skills, * 0-2 years of experience in technical support, product support, customer support, telematics, connected equipment, or a related area.

 * Strong troubleshooting, analytical, and problem-solving abilities.
 * Ability to investigate technical issues and communicate solutions clearly.
 * Strong customer service and follow-up skills.
 * Ability to work effectively with customers, dealers, Tier 1 support teams, and technical stakeholders.
 * Strong written communication and documentation skills.
 * Ability to manage multiple cases while prioritizing requests based on urgency and service requirements.
 * Comfortable learning and supporting digital products and technical applications.

Preferred Experience

Experience with any of the following would be especially valuable:

 * Telematics
 * Product Link
 * VisionLink
 * Equipment Care Advisor (ECA)
 * Energy & Transportation (E&T)
 * Remote Asset Monitoring (RAM)
 * Health and Equipment Insights (HEI)
 * Advanced Productivity (AP)
 * Connected equipment or IoT technology
 * Fleet or asset monitoring systems
 * Heavy equipment technology
 * Digital product or application support, The role is particularly well suited for someone who enjoys technology, troubleshooting, problem-solving, and customer interaction and wants to grow their experience supporting digital products and connected equipment.

## Description

We are seeking a Telematics Product Support Specialist to support digital products, connected equipment applications, and telematics technologies. This individual will serve as a product resource and subject matter expert, helping customers, dealers, Tier 1 support teams, and internal technical teams troubleshoot issues and reach timely resolutions., * Serve as a subject matter expert for telematics, digital products, and connected equipment applications.

 * Troubleshoot and triage technical issues reported by customers, dealers, and internal support teams.
 * Provide technical assistance and escalation support to Tier 1 customer service representatives.
 * Manage customer and dealer cases from initial issue identification through resolution and follow-up.
 * Perform basic testing, troubleshooting, statistical analysis, and investigation of application or product failures.
 * Prioritize support requests according to established service-level agreements.
 * Document technical issues, troubleshooting efforts, resolutions, and customer commitments.
 * Identify recurring issues and communicate findings to appropriate product and technical teams.
 * Manage escalation paths and hand-offs in support of daily operations.
 * Create and maintain knowledge articles and self-service support documentation.
 * Identify opportunities to improve the customer experience, reduce recurring issues, and expand customer self-service capabilities.
 * Support training for customer service representatives on digital products and applications.
 * Assist with the development and maintenance of business rules.
 * Create and validate process maps.
 * Provide feedback and insight to digital product and application support teams.
 * Participate in continuous improvement initiatives.
 * Occasionally visit dealer or customer locations to provide technical assistance with urgent field issues.