Product Support Engineer I

The Application/Product Support Engineer I serves as the primary subject matter expert for technical and business driven applications prevalent in the environment. Responsibilities include a full understanding of the applications functionality, maintenance, documentation, infrastructure requirements, and impacted IT and business areas.

• Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers.
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Update and maintain internal software documentation.
• Coordinates with internal departments to ensure organizational and or client requirements are met.
• Identifies and troubleshoots reported issues and provides technical support as needed.

• Ability to demonstrate proactive approach to problem resolution, strong troubleshooting, and problem solving skills.
• Ability to use logic and reasoning to identify complex problems; review related information and develop options and implement solutions.
• Stays abreast of current technologies and develops innovative ideas to be introduced into new or existing products.
• Maintains expert knowledge of the product(s) and ensures that adaptations to applications provide solutions to user's needs.
• Provides technical training to clients or internal users.

• Bachelor's Degree in Information Technology or related field; or related combination of education and experienced required
• 1 year+ experience with installing/supporting applications, hardware support/maintenance, and direct engagement with business users required