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# Product Support Engineer - Bilingual | Ingénieur·e de soutien produit - Bilingue

- **Company:** Procom
- **Location:** San Jose, CA, United States
- **Salary:** $46,592.0 - $58,240.0
- **Contract:** Temporary contract
- **Skills:** Active Directory, Cloud Computing, IT Management, Networking Basics, Remote Desktop Services, Systems Integration, Diagnostic Tools, Enterprise Software Applications, Software Troubleshooting, Network Server
- **Published:** June 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=299abced513f06c3

## About the Role

Do you have experience in User training (technical support)?, Maintain Responsiveness: Balance multiple concurrent cases while ensuring each customer feels heard and supported Required Qualifications -Experience in technical support, IT management, or customer success roles (experience level commensurate with demonstrated skills)
-Advanced bilingual proficiency in English and French (spoken and written) - both languages mandatory Technical Skills -Strong understanding of software troubleshooting methodologies

 * Knowledge of servers, networking fundamentals, and endpoint management
 * Familiarity with cloud infrastructure concepts and deployment models
 * Experience with Active Directory, IT management solutions, or enterprise software environments
 * Ability to learn new technologies quickly and apply knowledge to diverse scenarios
 * Comfortable working with logs, error messages, and diagnostic tools
 * Problem-Solving Excellence
 * -Communication & Customer Focus
 * -Collaboration & Adaptability

## Description

On behalf of our client, Procom is looking for Product Support Engineer on the front lines of customer success-diagnosing complex technical issues, guiding deployments, and ensuring our global customers maximize value from their client investment., Technical Troubleshooting & Support -Resolve Complex Issues: Provide expert technical support and troubleshooting across software, servers, networking, and endpoint management

 * Diagnose Root Causes: Investigate customer-reported issues systematically, identifying underlying problems and implementing effective solutions
 * Support Cloud Infrastructure: Assist customers with cloud-based deployments, configurations, and integrations
 * Manage IT Solutions: Help customers navigate Active Directory, IT management tools, and enterprise-grade infrastructure challenges

-Meet SLA Commitments: Ensure timely resolution of support cases while maintaining high-quality standards and customer satisfaction Customer Success & Enablement -Drive Proactive Support: Anticipate customer needs and resolve potential issues before they impact operations

 * Deliver Training: Educate customers on best practices, product features, and optimal configurations for their use cases
 * Conduct Product Demonstrations: Showcase product capabilities and guide customers through implementation strategies

-Ensure Customer Satisfaction: Build strong relationships through responsive, knowledgeable, and empathetic support across phone, email, chat, and remote sessions Collaboration & Continuous Improvement -Escalate Strategically: Work closely with internal teams-engineering, product, and senior support-to resolve complex issues and drive product enhancements

 * Document Solutions: Create clear, comprehensive documentation that helps customers and internal teams
 * Respond to RFIs: Provide technical input for Request for Information responses, demonstrating product capabilities
 * Share Knowledge: Contribute to team learning by documenting troubleshooting patterns, solutions, and best practices

-Influence Product Development: Relay customer feedback and feature requests to product teams, helping shape future enhancements Multi-Channel Support Delivery -Be Accessible: Provide support via multiple channels-phone, email, chat, and remote desktop sessions

 * Communicate Clearly: Translate technical concepts into language customers understand, regardless of their technical background


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