Product Support Engineer

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. Typical task breakdown: Answer Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps.

Payrate: $51.00 - $52.00/hr.
 
Typical task breakdown:

• Answer Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps.
• Document findings, recommended actions, and resolution guidance in the case record.
• Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress.
• Work aging cases by identifying blockers, engaging the right resources, and communicating status until resolved or escalated.
• Partner with internal Client and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

 
Education & Experience Required:

• Bachelor’s degree with 1–3 years of experience in customer support, technical support, product support, digital operations, contact center operations, application support, or a related field.
• In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment.

 
Required Technical Skills:

• Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred.
• Experience in call centers, digital operations, technical support, product support, or case-management environments preferred.
• Experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities.
• Ability to research and interpret support information across systems, knowledge repositories, procedures, and internal resources.
• Strong case management skills, including documenting issue details, actions taken, findings, next steps, and resolution guidance.
• Ability to assess priority, monitor SLA expectations, identify aging-case risks, and take timely follow-up action.
• Comfortable using ITSM, CRM, knowledge management, collaboration, and reporting tools.
• Ability to translate recurring support themes into FAQ, knowledge article, training, or process improvement recommendations.
• Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms.
• Experience with client digital, dealer, customer, product support, or eCommerce applications preferred.
• Experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools

 
Soft Skills:

• Clear written and verbal communication skills, including concise, actionable guidance for Tier 1 advisors and internal partners.
• Strong time management skills to balance handups, aging cases, follow-ups, documentation, and competing priorities.
• Collaborative team mindset with the ability to build trust, ask effective questions, share information, and work across groups.
• Customer-focused problem solving, ownership, attention to detail, and follow-through.
• Ability to work independently while knowing when to escalate, seek clarification, or engage additional resources.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $51.00 - $52.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.

Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to :messages or by contacting

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