Product Support Engineer

Backyard Discovery is a company that specializes in consumer products, and they are seeking a Product Support Engineer to serve as a technical liaison between Engineering and Consumer Service. This role involves troubleshooting and resolving electrical installation issues, providing technical support, and ensuring that electrical systems function as designed.

Responsibilities:

• Provide technical support for electrical installation and troubleshooting of products via phone, email, and internal systems
• Act as a liaison between Engineering and Consumer Service to resolve complex product and installation issues
• Diagnose electrical problems using schematics, product documentation, and Consumer feedback
• Guide Consumers and service representatives through step-by-step troubleshooting and corrective actions
• Document recurring issues and partner with Engineering to recommend product or documentation improvements
• Review installation challenges and escalate design-related concerns as needed
• Assist in developing troubleshooting guides, FAQs, and training materials for Consumer Service teams
• Ensure all recommendations align with safety standards and proper electrical practices
• Support product testing and validation related to electrical components
• Assist with warranty claim evaluations involving electrical issues
• Participate in cross-functional meetings to improve product quality and Consumer experience
• Provide internal training on electrical systems and troubleshooting best practices

Requirements:

• Associate's or Bachelor's degree in Electrical Engineering, Electrical Technology, or related field (or equivalent experience)
• 2–5+ years of experience in electrical troubleshooting, installation support, or technical service
• Strong understanding of electrical systems, wiring, and basic circuitry
• Comfortable working with customers and cross-functional teams, with a team-first mindset and willingness to support Customer Service
• Ability to read and interpret wiring diagrams, schematics, and technical manuals
• Experience using diagnostic tools (e.g., multimeter) and troubleshooting methodologies
• Proficiency with Microsoft Office and case management or CRM systems
• Equivalent hands-on experience, technical aptitude, or demonstrated ability to learn quickly will be considered
• Experience supporting Consumers or internal teams in a technical capacity
• Background in consumer products, residential electrical systems, or similar industries is a plus
• Working knowledge of Excel for organizing and analyzing information
• Comfort using or learning AI-powered tools to streamline troubleshooting, documentation, or workflows
• Strong problem-solving and analytical thinking skills
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical audiences
• Detail-oriented with strong documentation habits
• Collaborative mindset with cross-functional teams
• Ability to manage multiple issues and prioritize effectively