Job Summary

The Senior Product Support Engineer is responsible for managing implementing troubleshooting and supporting company products and services across client environments. The role involves handling product deployments technical support issue resolution onboarding/offboarding activities and collaboration with internal teams and software vendors to ensure smooth product operations and client satisfaction.

Key Responsibilities

• Manage end-to-end product deployment lifecycle including implementation troubleshooting and support.
• Perform onboarding offboarding maintenance and reactive support activities as per defined processes.
• Respond to and resolve support requests received through ticketing systems phone calls voicemail and email within SLA timelines.
• Troubleshoot technical issues and perform diagnostics to identify root causes.
• Coordinate with software vendors for issue resolution and recommended solutions.
• Test new software tools and operational procedures aligned with industry best practices.
• Maintain accurate technical and operational documentation.
• Collaborate with Consulting and Engineering teams for implementation and support activities.
• Mentor and provide technical guidance to junior engineers.
• Ensure effective communication with internal stakeholders and clients.
• Track and log daily work activities and time entries.
• Participate in process improvement initiatives and operational efficiency enhancements.
• Perform additional duties as assigned.

Required Skills & Experience

• Bachelors degree in Computer Science Information Technology or related field preferred.
• Minimum 5 years of relevant experience in Product Support Technical Support IT Operations or related areas.
• Strong troubleshooting and technical support experience in enterprise environments.
• Experience with software deployment onboarding/offboarding and system implementation.
• Understanding of Microsoft technologies networking SaaS applications and endpoint support.
• Experience working with ticketing systems and SLA-driven environments.
• Strong documentation and process management skills.
• Excellent verbal and written communication skills.
• Ability to work in fast-paced and high-pressure environments.
• Strong client-facing and stakeholder management skills.
• Ability to mentor junior team members and collaborate across teams.

Preferred Qualifications

• MSP (Managed Service Provider) or IT Services industry experience preferred.
• Experience working with software vendors and external clients.
• Knowledge of industry best practices in IT support and operations.

Soft Skills

• Positive attitude and growth mindset
• Strong organizational and multitasking abilities
• Solution-oriented approach
• High attention to detail
• Team collaboration and ownership mindset

Work Environment

• Office-based work environment
• Regular computer and phone usage
• Ability to manage multiple priorities and deadlines
• Some local travel required
• Reliable transportation required

Required Experience:

Senior IC