Product Support Engineer

Itential

Product Support Engineer resolving technical issues and enhancing customer experience on Itential's automation platform. Collaborating with teams to improve product quality and maintain service standards in a remote setting.

Posted 4/28/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Distributed SystemsDockerFirewallsJavaScriptKubernetesLinuxMongoDBNode.jsPythonRabbitMQRedisSQLUnix

About the role

Key responsibilities & impact

Develop deep technical expertise in the Itential Automation Platform and supporting technologies.
Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through.
Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments.
Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis).
Build and maintain test environments using virtual machines, Docker, and Kubernetes.
Act as an escalation point for high-impact or production-critical issues, coordinating across internal teams.
Partner with Engineering to document defects, provide reproducible scenarios, and track issues through resolution.
Communicate clearly and effectively with customers via Jira Service Management, email, and meetings.
Meet defined SLAs while maintaining a high standard of quality in issue handling and updates.
Contribute to documentation, identify issue trends, and drive improvements in product quality and support processes.
Participate in a rotating on-call schedule to support 24/7 customer needs, including weekends and holidays (on-call means being available, not actively working).

Requirements

What you’ll need

5+ years of experience in enterprise software technical support, application support, or DevOps-oriented roles
Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
Strong scripting skills (Python, Bash) for automation and troubleshooting
Familiarity with backend and web technologies, including Node.js and API-driven architectures
Experience with databases such as MongoDB and relational databases (SQL)
Hands-on experience with Linux/Unix systems and strong command-line proficiency
Experience working with containerization and orchestration technologies such as Docker and Kubernetes
Experience supporting and debugging REST APIs and integrations using tools such as Postman and curl
Working knowledge of networking and security concepts (e.g., proxies, firewalls, VPNs, SSL/IPSec, SSO)
Strong troubleshooting skills, including the ability to analyze logs and diagnose issues across distributed systems
Excellent written and verbal communication skills, with the ability to translate technical findings into clear customer-facing updates
Self-starter mindset with the ability to manage multiple priorities in a fast-paced environment
Comfortable working collaboratively across technical and non-technical teams
Familiarity with Agile development methodologies and working closely with Engineering teams.

Benefits

Comp & perks

24/7 customer support
Remote work options
Professional development opportunities
Flexible work arrangements
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Node.jsMongoDBRabbitMQRedisPythonBashDockerKubernetesREST APIsLinux/Unix

Soft Skills

troubleshootingcommunicationself-startercollaborationaccountabilityproblem-solvingtime managementcustomer servicedocumentationadaptability