Product Support Engineer (PL)

Role Details

About Us

About the Role

Were looking for a Product Support Engineer who has a strong understanding of remote access technologies and thrives on solving complex technical challenges. Youll be the go-to expert for troubleshooting resolving issues and guiding customers through technical solutions all while delivering a great customer experience.

What Youll Do

• Provide Tier 2 technical support for our remote access solutions via phone email and chat.

• Troubleshoot connectivity configuration and software installation issues across multiple platforms.

• Use diagnostic tools logs and your own expertise to resolve issues efficiently.

• Escalate complex or unresolved cases to senior engineers when necessary.

• Collaborate closely with internal teams to share insights document solutions and improve processes.
  

What Youll Bring

• 3 years in technical product support preferably in SaaS or software environments.

• Strong problem-solving and analytical skills with meticulous attention to detail.

• Ability to explain complex technical concepts in clear simple language.

• Proficiency in one or more major platforms (Windows macOS Linux) including command-line usage.

• Working knowledge of Group Policy and/or Microsoft Intune.

• Understanding of networking protocols (TCP/UDP DNS SSH).

• Excellent written and verbal communication skills.

• Experience with ticketing systems (e.g. Zendesk) and support tools.
  

Nice-to-Have Skills

• Experience supporting applications on Raspberry Pi Android and iOS.

• Knowledge of REST APIs or scripting languages (PowerShell Bash Python).

• Familiarity with remote access software or VNC technology.

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

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