Product Support Engineer

ROI Solutions

Product Support Engineer at ROI Solutions specializing in SaaS application support and vendor relations to ensure product reliability. Working with customers and partners to resolve complex product issues and enhance documentation.

Posted 6/20/2026full-timeMedford • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $95,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

Develop deep, working knowledge of our products as they operate in real customer environments
Own complex customer issues escalated beyond L1/L2 support
Diagnose ambiguous or emergent product behavior involving configuration and permissions, data pipelines and integrations, and third-party vendor systems
Drive issues to resolution end-to-end, including workarounds and follow-ups
Own ongoing relationships with payment processing partners and serve as the primary point of contact for expected behavior and integration clarifications
Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood
Oversee the operational health of cross-client uploads and data integrations
Contribute to product documentation and maintain integration documentation
Identify recurring issues, friction points, and integration risks

Requirements

What you’ll need

3+ years supporting or operating SaaS applications
Strong understanding of APIs, integrations, and configuration-driven systems
Ability to read logs, trace workflows, and reason about system behavior
Experience working directly with customers on complex technical issues
Experience managing vendor/partner relationships; comfortable being the point of contact for external technical partners
Strong written and verbal communication skills
Strong documentation skills; you write things down clearly and keep them current
Familiarity with agile/scrum processes and tools (Jira, Confluence, or similar)

Benefits

Comp & perks

Health insurance
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS applicationsAPIsintegrationsconfiguration-driven systemslog analysisworkflow tracingtechnical issue resolutiondocumentation

Soft Skills

customer supportvendor relationship managementcommunicationdocumentationproblem-solving