Product Support Representative

Onsite -Tier II Support Representative

Product Support Representative

42753 29-31.00 an hour w2 contract (5PTO daya)
Position Summary
The Tier II Support Representative provides advanced technical support for John Deere digital products, services, and integrations across Operations Center including machine data and agronomic data systems, API connections, organization management, Stellar Support and License Manager. This role resolves complex issues escalated from Tier 1 support teams and internal John Deere employees, partners closely with cross-functional product teams, and contributes to the continuous improvement of our support processes, documentation, and customer experience.
This is an additional Tier II role designed to support increased case volume, improve issue resolution times, and enhance the technical depth of the ISG Tier 2 Support team.
Key Responsibilities
Advanced Troubleshooting & Case Resolution
• Troubleshoot complex issues escalated from Tier 1 support and internal stakeholders using advanced diagnostic skills, system knowledge, and available tools.
• Resolve technical problems related to data flows, integrations, organization management, API access, API connectivity, machine connectivity, account permissions, and other digital ecosystem components.
• Collect and analyze detailed case data to identify root causes, trends, and potential defects and provide solutions to reduce customer downtime.
Cross-Functional Collaboration
• Work with internal product teams, engineering, enterprise partners, and cross functional groups to triage and resolve high impact issues.
• Provide clear, actionable problem definitions to product teams to support defect investigation and prioritization.
• Participate in relevant Customer Support Processes, Product Resolution Processes, and other cross functional meetings representing ISG Tier 2 Support.
Documentation, Process, and Knowledge Sharing
• Develop, maintain, and improve internal troubleshooting documentation, dev docs, confluence, and knowledge articles to support the Tier 2 team.
• Document clear and thorough case notes, root cause findings, and recommended solutions for both internal use and downstream teams.
• Share knowledge with peers and assist with less experienced support representatives as needed.
Issue Prioritization & Case Management
• Manage cases according to urgency, SLA expectations, and team workflow—working primarily FIFO unless severity or business impact dictates otherwise.
• Identify recurring issues, gaps, and opportunities to improve tools, processes, or customer experience.
Professional Development & Continuous Learning
• Stay current on new features, product enhancements, data flows, APIs, and system changes through self directed learning and available training resources.
• Proactively identify personal skill gaps and pursue opportunities for development.
Required Skills & Experience
• 2+ years of customer support, product support, technical support, engineering support, or IT troubleshooting experience.
• Strong analytical, problem-solving, and data interpretation skills.
• Effective communication skills, able to translate technical concepts for varied audiences.
• Ability to collaborate across multiple teams and work within structured support processes.
• Strong organizational and time management skills.
• Demonstrated adaptability in a fast-paced or evolving technical environment.
Preferred Skills
• 2+ years working in a technical team environment.
• 2+ years of experience with client Operations Center.
• Experience working in a help desk, call center, or multi-tiered support structure.
• Familiarity with negotiation and escalation processes (e.g., Problem Resolution Process, root cause workflows).
• Experience with API integrations, data flows, or digital ag platforms is a plus.