Product Support Engineer
360 Direct Access
full-time
Posted on:
Location Type: Hybrid
Location: Redmond • Washington • United States
Visit company websiteExplore more
Tech Stack
About the role
- The Product Support Engineer delivers technical support to customers using ASL.
- Reviews and analyzes customer issues in sign language to ensure full understanding.
- Provides timely updates to customers on progress and resolution status.
- Utilizes troubleshooting tools to identify root causes and deliver solutions.
- Supports deaf and hard-of-hearing customers directly in ASL.
- Resolves or escalates moderately complex technical issues documenting details.
- Collaborates with teams to resolve issues efficiently and share insights.
- Provides product feedback and identifies potential defects.
- Participates in case triage discussions to improve resolution processes.
- Attends training to maintain proficiency in support topics and tools.
- Contributes to ongoing learning initiatives strengthening overall team performance.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field; or equivalent combination of education and relevant experience.
- 2-4 years of experience in a technical support, product support, or customer service engineering role (preferably in a software or hardware environment).
- Experience working with Microsoft products such as Windows, Office, Xbox, or Surface.
- Proven ability to support customers using American Sign Language (ASL).
- Experience using CRM or ticketing systems (e.g., Dynamics, ServiceNow, or similar) to track, document, and resolve cases.
Benefits
- Overtime eligibility paid at 1.5 times the regular hourly rate
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingcustomer service engineeringAmerican Sign Language (ASL)case triageproblem resolutionproduct feedbackdefect identification
Soft Skills
communicationcollaborationcustomer empathyanalytical thinkingteam performance