Product Support Engineer 1

The Product Support Engineer I provides frontline technical support for customers and internal stakeholders regarding company products, systems, and applications. This entry-level engineering role is responsible for troubleshooting product issues, assisting with product installations and configurations, documenting technical solutions, and escalating complex issues to senior engineers. The Product Support Engineer I serves as a critical link between customers, engineering, quality, and product management teams to ensure a positive customer experience and continuous product improvement.

• Respond to customer inquiries and technical support requests via phone, email, ticketing systems, or remote support tools.


• Troubleshoot product performance, functionality, and application issues using established procedures.


• Assist customers with product installation, setup, operation, and maintenance activities.


• Document customer interactions, issue resolutions, and troubleshooting steps in the support management system.


• Escalate complex technical issues to senior support engineers or engineering teams as required.


• Monitor and track support cases to ensure timely resolution and customer satisfaction.


• Reproduce and validate reported product issues for engineering review.


• Assist in creating and maintaining technical documentation, knowledge base articles, FAQs, and troubleshooting guides.


• Collaborate with Quality, Manufacturing, Engineering, and Product Management teams to resolve recurring product issues.


• Support product testing and validation efforts when troubleshooting field issues.


• Participate in customer training sessions and product demonstrations as needed.


• Provide feedback regarding product performance, reliability, and customer concerns to support continuous improvement initiatives.


• Maintain a strong understanding of company products, technologies, and applications.


• Adhere to company quality, safety, and compliance standards.

• Bachelor's degree in Engineering, Computer Science, Electronics, Physics, Information Technology, or a related technical field.


• 0-2 years of experience in technical support, product support, engineering, customer service, or a related function.


• Basic understanding of troubleshooting methodologies and root cause analysis.


• Strong analytical and problem-solving skills.


• Effective verbal and written communication skills.


• Ability to manage multiple priorities in a fast-paced environment.


• Proficiency with Microsoft Office applications and customer support systems.


• Strong customer service orientation and professionalism.