The Product Support Engineer delivers technical support to customers using ASL.
Reviews and analyzes customer issues in sign language to ensure full understanding.
Provides timely updates to customers on progress and resolution status.
Utilizes troubleshooting tools to identify root causes and deliver solutions.
Supports deaf and hard-of-hearing customers directly in ASL.
Resolves or escalates moderately complex technical issues documenting details.
Collaborates with teams to resolve issues efficiently and share insights.
Provides product feedback and identifies potential defects.
Participates in case triage discussions to improve resolution processes.
Attends training to maintain proficiency in support topics and tools.
Contributes to ongoing learning initiatives strengthening overall team performance.

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field; or equivalent combination of education and relevant experience.
2-4 years of experience in a technical support, product support, or customer service engineering role (preferably in a software or hardware environment).
Experience working with Microsoft products such as Windows, Office, Xbox, or Surface.
Proven ability to support customers using American Sign Language (ASL).
Experience using CRM or ticketing systems (e.g., Dynamics, ServiceNow, or similar) to track, document, and resolve cases.

Product Support Engineer

Key skills