ISOutsource

Senior Product Support Engineer

ISOutsource

full-time

Posted on:

Location Type: Hybrid

Location: Spokane Valley • Washington • United States

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Salary

💰 $75,000 - $90,000 per year

Job Level

Senior

About the role

  • Manage the full product deployment lifecycle, including implementation, configuration, and troubleshooting across diverse client environments
  • Support onboarding, offboarding, maintenance, and reactive service work following established processes and SLAs
  • Serve as a key point of contact for client and internal support requests via ticketing systems, phone, and email
  • Perform technical triage and diagnostics to identify and resolve issues efficiently
  • Collaborate with product vendors to research issues and implement effective solutions
  • Test new products, tools, and procedures to support onboarding, service delivery, and operational best practices
  • Create and maintain clear technical documentation for product operations and support processes
  • Provide mentorship and product-focused training to team members across varying experience levels
  • Partner cross-functionally to support product delivery, improve workflows, and enhance client outcomes
  • Act as a trusted advisor to both internal teams and clients on product capabilities and best practices
  • Track and document all work activities, ensuring accuracy and accountability
  • Perform other duties as assigned

Requirements

  • Proven experience supporting and maintaining Windows operating systems, network infrastructure, and virtualization platforms
  • Hands-on experience administering Microsoft 365 environments
  • Experience with enterprise backup, disaster recovery, and system performance monitoring tools
  • Strong troubleshooting and problem-solving skills across diverse technical environments
  • A client-centric mindset with a focus on delivering high-quality service
  • Excellent communication skills and the ability to work with both technical and non-technical stakeholders
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
  • A proactive, solution-oriented approach with a drive to improve processes and outcomes
  • A growth mindset and willingness to mentor and support others
Benefits
  • Excellent total compensation package
  • Competitive insurance benefits package includes health, dental, vision, life, and disability coverage
  • 401(k) & Employer match
  • Generous Paid Time Off schedule
  • Stocked snacks, sodas, coffee, and lots of treats (including healthy alternatives)
  • Monthly team activities, including trivia nights, holiday parties, and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows operating systemsnetwork infrastructurevirtualization platformsMicrosoft 365enterprise backup toolsdisaster recovery toolssystem performance monitoring toolstroubleshootingtechnical diagnosticstechnical documentation
Soft Skills
client-centric mindsetcommunication skillsorganizational skillsproblem-solving skillsmentorshipsolution-oriented approachproactive mindsetability to manage multiple prioritiescollaborationtrust advisor