Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
Perform structured triage, including replication, root‑cause hypothesis, impact assessment, and recommended next step
Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
For issues requiring engineering intervention, create high‑quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
Partner with engineering to validate fixes and support release readiness
Act as connective tissue between support, product, engineering, and training
Communicate trends, recurring defects, and product gaps to product managers
Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)
Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
Share knowledge with support specialists and participate in their skill development under the guidance of the product support & training manager

4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer)
Experience supporting SaaS, enterprise web applications, or custom internal tools
Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)
Bachelor’s degree (preferred).

Product Support Engineer

Key skills