Product Support Engineer

Diversified Services Network, Inc.

Product Support Specialist resolving escalated customer cases for Fortune 100 operations. Researching issues, monitoring SLAs, managing aging cases, and improving knowledge content with internal teams.

Posted 8/18/2026full-timeChicago • Illinois • 🇺🇸 United StatesJunior💰 $90,000 - $101,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong case management skills, including the ability to document findings, monitor SLA expectations, and provide actionable guidance. Proficient in using ITSM and CRM tools to enhance customer support and improve operational processes.

Highest-signal resume keywords

Case Management SkillsExperience with SalesforceExperience with ServiceNowStrong Written and Verbal CommunicationCustomer-Focused Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementDocumentationResearch SkillsSLA MonitoringProcess ImprovementTechnical SupportDigital OperationsProduct SupportQueue ManagementKnowledge Article Development

Soft Skills

Time ManagementCollaborationCustomer FocusAttention to DetailIndependent Work

Tools & Technologies

ITSM ToolsCRM PlatformsSalesforceServiceNowMicrosoft Dynamics 365Microsoft TeamsSharePointExcelPower BICopilot

Industry Keywords

Customer SupportTechnical SupportContact Center OperationsApplication SupportDigital OperationsCase Management EnvironmentDealer SupportECommerce Applications

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Answer Tier 1 handups by reviewing case details, clarifying customer questions, researching internal resources, and providing clear next steps
Document findings, recommended actions, and resolution guidance in case records
Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress
Work aging cases by identifying blockers, engaging resources, and communicating status until resolved or escalated
Partner with internal and supplier resources to resolve questions, improve support paths, and share case trends
Contribute to stronger documentation, training, and customer experience
Work closely with Tier 1 advisors, supplier support teams, business partners, technical teams, knowledge owners, and workstream leads

Requirements

What you’ll need

Bachelor's degree with 1–3 years of experience in customer support, technical support, product support, digital operations, contact center operations, application support, or a related field
In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment
Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred
Experience in call center, digital operations, technical support, product support, or case-management environments preferred
Experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities
Ability to research and interpret support information across systems, knowledge repositories, procedures, and internal resources
Strong case management skills, including documenting issue details, actions taken, findings, next steps, and resolution guidance
Ability to assess priority, monitor SLA expectations, identify aging-case risks, and take timely follow-up action
Comfortable using ITSM, CRM, knowledge management, collaboration, and reporting tools
Ability to translate recurring support themes into FAQ, knowledge article, training, or process improvement recommendations
Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms preferred
Experience with digital, dealer, customer, product support, or eCommerce applications preferred
Experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools preferred
Clear written and verbal communication skills, including concise, actionable guidance for Tier 1 advisors and internal partners
Strong time management skills to balance handups, aging cases, follow-ups, documentation, and competing priorities
Collaborative team mindset with the ability to build trust, ask effective questions, share information, and work across groups
Customer-focused problem solving, ownership, attention to detail, and follow-through
Ability to work independently while knowing when to escalate, seek clarification, or engage additional resources

Benefits

Comp & perks

401(k)
Dental insurance
Vision Insurance
Disability insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Paid Holidays
Hybrid work model