Product Support Engineer

My client is hiring a Product Support Specialist to join their remote team. As a Product Support Specialist, you will serve as the initial point of contact for customers experiencing technical issues. A strong focus on customer satisfaction and proactive problem-solving will be essential for success in this role. You will manage and respond to incoming customer queries through ticketing systems and phone calls, striving to resolve issues at first contact. When escalation is necessary, you will coordinate with the appropriate internal teams to ensure timely resolution. With an operational mindset, you'll identify opportunities to enhance processes and improve the overall customer experience. Key Responsibilities Respond promptly to customer issues during your assigned shift. Provide Tier 1 product support and technical troubleshooting. Manage incoming calls, tickets, and system alerts, and monitor ticket queues for timely handling. Assist customers via phone and ticket systems with a focus on resolution and support quality. Use Security Information and Event Management (SIEM) tools to analyze and identify root causes of issues. Collaborate with internal teams to escalate and resolve complex problems. Identify trends and potential larger issues in real-time and communicate them effectively. Maintain regular updates to support management regarding ongoing or trending concerns. Suggest improvements to processes or customer experiences where applicable. Gather and present technical information to answer customer inquiries. Facilitate communication between customers and internal teams for seamless issue resolution. Ensure timely resolution of tickets in accordance with service level agreements (SLAs). Requirements Experience in a technical support/help desk role, with proven troubleshooting and triaging skills. Relevant degree, certification, or equivalent practical experience. A minimum of 2 years in a customer service/support environment. Excellent communication skills, including the ability to remain calm, empathetic, and solution-focused during customer interactions. Strong analytical, organizational, and teamwork abilities. Adaptability to shifting priorities and decision-making under time constraints. Solid triage and troubleshooting expertise with a creative approach to problem-solving. Basic knowledge of operating systems (Windows and Mac). Understanding of networking principles, including DNS, IP, and VPNs. Familiarity with Active Directory and Active Directory Certificate Services. Capability to analyze system logs (e.g., server, computer, mobile) for root cause identification. Experience troubleshooting workstation and mobile environments (Windows, Mac, iOS, Android). Understanding of SaaS platforms and cloud infrastructure. For more information, please contact Alice Armstrong at Hayward Hawk. Skills: Product Support Active Directory DNS Windows Mac Benefits: Work From Home