Product Support Specialist – BlackLocus

The Home Depot

Product Support Specialist managing technical support and user engagement leveraging SQL and AI at Home Depot. Collaborating on data-backed content recommendations and application adoption.

Posted 4/23/2026full-timeRemote • Texas • 🇺🇸 United StatesJunior💰 $45,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

BigQueryPythonServiceNowSQL

About the role

Key responsibilities & impact

Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
Has administrative rights; can make change to systems hardware and software
Documents, reviews and ensures that all quality and change control standards are met
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

Requirements

What you’ll need

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
1-3 years of relevant work experience
Familiarity with using a ticketing or request intake system (e.g., Zendesk, ServiceNow, Jira, or similar) to track, prioritize, and resolve requests
Willingness to learn new tools, systems, and business domains in a continuously evolving environment
Comfort working with data to answer questions or validate outcomes, including experience with SQL or data query tools (BigQuery or similar preferred, but not required)
Interest in or exposure to technical troubleshooting, including investigating issues, validating expected vs. actual behavior, and documenting findings
Basic familiarity with command‑line tools or scripting concepts (Python exposure is a plus, but not required)
Demonstrated problem‑solving skills and the ability to follow defined processes while knowing when to escalate issues appropriately
Experience collaborating with cross‑functional partners (such as product, engineering, or analytics teams), even in a supporting or learning capacity
Strong written communication skills, with the ability to clearly document requests, explanations, and next steps
Interest in understanding how users interact with systems, including curiosity about usage patterns and feedback
Exposure to or interest in product analytics or user analytics tools (such as Pendo or similar platforms)

Benefits

Comp & perks

health care benefits
401K
ESPP
paid time off
success sharing bonus

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingSQLdata query toolscommand-line toolsscripting conceptsPCLS software server maintenancediagnostic utilitiessoftware updatesticketing systemsSCCM Software Center

Soft Skills

active listeningconflict resolutionproblem-solvingcollaborationwritten communicationrelationship buildingtraining supportadaptabilitycuriosityattention to detail