ASL-Savvy Product Support Engineer — Hybrid (Redmond)

360 Direct Access; Redmond, Washington (WA, Washington County); Hybrid; USD 52,000 - 74,000; Full time

Job summary

360 Direct Access in Redmond, WA is seeking a Product Support Engineer who communicates with customers in American Sign Language to diagnose and resolve complex Microsoft product issues. You will use advanced tools and collaborate with engineering teams to deliver timely, accurate solutions and ensure a superior customer experience.

The role emphasizes accessibility, cross-functional support, and ongoing learning.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 2-4 years of experience in a technical support, product support, or customer service engineering role.

Responsibilities

• Review and analyze customer issues, connecting in ASL to ensure full understanding.
• Provide timely updates on progress and resolution status.
• Use troubleshooting tools and logs to identify root causes and deliver solutions.
• Support deaf and hard-of-hearing customers directly in ASL.
• Escalate complex issues and document research and resolution details.
• Collaborate with cross-functional teams to resolve issues efficiently and share insights.

Skills

ASL communication

Microsoft products

Analytical skills

Troubleshooting

Cross-functional collaboration

Customer service

Education

Bachelor's degree in IT/CS or related field

2-4 years in technical support

Tools

Dynamics

ServiceNow

Job description

360 Direct Access in Redmond, WA is seeking a Product Support Engineer who communicates with customers in American Sign Language to diagnose and resolve complex Microsoft product issues. You will use advanced tools and collaborate with engineering teams to deliver timely, accurate solutions and ensure a superior customer experience.

The role emphasizes accessibility, cross-functional support, and ongoing learning.