Senior Engineer - Product Support

Role

Product Support will serve as a subject matter expert for assigned product areas, providing advanced technical support and ensuring timely resolution of complex customer issues. The role connects Customer Centers, Tech Centers, service, marketing, and product development teams to improve product performance, strengthen organizational learning, and enhance the overall customer experience. The position also supports new product introductions, drives knowledge transfer, and promotes transparent, efficient support processes.

Role Responsibilities

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  • Serve as the Tech Center’s third-line product specialist within the global support organization, resolving advanced technical cases escalated by Customer Centers and Service Support Hubs.
  
  
  • Review and own QCM tickets by validating actions already taken, identifying missing technical information, assessing known solutions, and driving cases toward timely and sustainable closure.
  
  
  • Replicate reported issues where feasible, perform structured troubleshooting and root-cause analysis, and determine whether the case can be resolved within the Tech Center or requires escalation.
  
  
  • Prepare high-quality escalations to R&D, Product Quality, or external suppliers with complete investigation results, evidence, risks, business impact, and recommended next steps.
  
  
  • Maintain clear two-way communication across Service Technicians, local support teams, Customer Centers, Tech Centers, Product Quality, and R&D to ensure efficient issue flow and effective follow-up.
  
  
  • Communicate solutions and investigation outcomes through ticket updates, technical calls, or conference calls according to case severity and urgency, enabling issues to be handled as close to the customer as possible.
  
  
  • Prepare for and participate in daily Tech Center Pulse meetings, highlighting open tickets, missing information, recurring concerns, and cases requiring cross-functional support.
  
  
  • Drive knowledge back through the support organization by creating and maintaining troubleshooting guides, lessons learned, FAQs, escalation templates, 8D and 5-Why outputs, and internal or global knowledge databases.
  
  
  • Build the capability of first- and second-line support teams through coaching, technical training, case reviews, and proactive knowledge sharing, thereby improving response time, customer interaction, and support efficiency.
  
  
  • Act as the product subject matter expert by supporting new product introductions, collaborating with service, quality, marketing, engineering, and R&D, identifying recurring issue trends, and driving product and process improvements.
  
  
  
  

Skills & Experience

Experience and Qualifications

• Bachelor’s degree in Engineering or a related technical discipline.


• Minimum 5+ years of relevant experience in product support, technical support, product engineering, service engineering, or a comparable Product Specialist role with similar responsibilities.


• Demonstrated experience in troubleshooting complex product or application issues and coordinating resolution across multiple functions.


• Experience working with global or distributed teams and supporting internal and external customers.


• Proven ability to deliver technical training, create support documentation, and transfer knowledge effectively.


• Experience with quality case management, root-cause analysis, corrective actions, and structured problem-solving methods is preferred.


• Strong written and verbal communication skills in English.

Functional Competence

• Strong product and application knowledge within the assigned domain.


• Advanced troubleshooting, analytical thinking, root-cause analysis, and structured problem-solving skills.


• Understanding of business, customer support, service, and product-development processes.


• Ability to manage multiple priorities, escalations, and stakeholders in a global environment.


• Effective technical communication, facilitation, teaching, and knowledge-management skills.


• Ability to lead and support teams at a distance, influence without direct authority, and build cross-functional alignment.


• Sound project coordination, risk management, and follow-up skills.


• Working knowledge of quality case management and technical documentation tools.

Behavior Skills

• Strong customer orientation and commitment to service excellence.


• Professional, accountable, and transparent in communication and execution.


• Self-driven, organized, and capable of working independently.


• Collaborative mindset with the ability to build trust across cultures and functions.


• Curious, improvement-oriented, and willing to share knowledge.


• Calm and solution-focused when handling complex or time-critical issues.

Application process

Talent Acquisition: Mandira Magar