Senior Product Support Engineer
Bothell, Washington, United States of America
Full Time
2 hours ago
$75,000 - $90,000 USD
No Visa Sponsorship
Key skills
Communication
About this role
Role Overview
- Manage the full product deployment lifecycle, including implementation, configuration, and troubleshooting across diverse client environments
- Support onboarding, offboarding, maintenance, and reactive service work following established processes and SLAs
- Serve as a key point of contact for client and internal support requests via ticketing systems, phone, and email
- Perform technical triage and diagnostics to identify and resolve issues efficiently
- Collaborate with product vendors to research issues and implement effective solutions
- Test new products, tools, and procedures to support onboarding, service delivery, and operational best practices
- Create and maintain clear technical documentation for product operations and support processes
- Provide mentorship and product-focused training to team members across varying experience levels
- Partner cross-functionally to support product delivery, improve workflows, and enhance client outcomes
- Act as a trusted advisor to both internal teams and clients on product capabilities and best practices
- Track and document all work activities, ensuring accuracy and accountability
- Perform other duties as assigned
Requirements
- Proven experience supporting and maintaining Windows operating systems, network infrastructure, and virtualization platforms
- Hands-on experience administering Microsoft 365 environments
- Experience with enterprise backup, disaster recovery, and system performance monitoring tools
- Strong troubleshooting and problem-solving skills across diverse technical environments
- A client-centric mindset with a focus on delivering high-quality service
- Excellent communication skills and the ability to work with both technical and non-technical stakeholders
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
- A proactive, solution-oriented approach with a drive to improve processes and outcomes
- A growth mindset and willingness to mentor and support others
Benefits
- Competitive insurance benefits package includes health, dental, vision, life, and disability coverage.
- 401(k) & Employer match.
- Generous Paid Time Off schedule.
- Stocked snacks, sodas, coffee, and lots of treats (including healthy alternatives).
- Monthly team activities, including trivia nights, holiday parties, and more.