Product Support Engineer

Jobtailor

Chicago (IL)

On-site

USD 52,000 - 75,000

Full time

7 days ago

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Job summary

Jobtailor in Chicago seeks an experienced Tier 1 support specialist to review case details, research internal resources, and provide clear next steps. You will document findings and actions in case records, monitor SLA progress, and coordinate with internal and supplier teams to resolve customer questions.

The role emphasizes effective communication, strong documentation, and continuous improvement of knowledge bases and processes.

Qualifications

Bachelor's degree with 1–3 years of experience in customer support or related field or 4+ years of relevant experience without a degree.
Experience supporting dealer, customer, or internal inquiries in queue-based or case-management environments.
Experience in call center, digital operations, technical support, product support, or case-management environments.
Experience documenting FAQs, knowledge articles, process gaps, or training opportunities.
Strong ability to research across systems and interpret support information.
Proven case management skills with detailed documentation of actions and next steps.

Responsibilities

Answer Tier 1 handups by reviewing case details, clarifying questions, researching resources, and providing clear next steps.
Document findings, recommended actions, and resolution guidance in case records.
Monitor assigned cases and SLA progress to support timely follow-up.
Work aging cases by identifying blockers and escalating as needed.
Partner with internal and supplier resources to resolve questions and improve support paths.
Contribute to documentation, training, and customer experience enhancements.
Collaborate with Tier 1 advisors, supplier support teams, and cross-functional partners.

Skills

Case Management

Written Communication

Verbal Communication

Time Management

Collaboration

Customer Focus

Problem Solving

Education

Bachelor's degree

4+ years experience (in lieu of degree)

Tools

Salesforce

ServiceNow

Microsoft Dynamics 365

Teams

SharePoint

Excel

Power BI

Copilot

Job description

Answer Tier 1 handups by reviewing case details, clarifying customer questions, researching internal resources, and providing clear next steps
Document findings, recommended actions, and resolution guidance in case records
Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress
Work aging cases by identifying blockers, engaging resources, and communicating status until resolved or escalated
Partner with internal and supplier resources to resolve questions, improve support paths, and share case trends
Contribute to stronger documentation, training, and customer experience
Work closely with Tier 1 advisors, supplier support teams, business partners, technical teams, knowledge owners, and workstream leads

Requirements

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
Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred
Experience in call center, 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 preferred
Experience with 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 preferred
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

Core Competencies

Demonstrates strong case management skills, including the ability to document findings, monitor SLA expectations, and provide actionable guidance. Proficient in using ITSM and CRM tools to enhance customer support and improve operational processes.

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