Product Support Engineer

Compunnel, Inc.; Louisville (KY); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology solutions provider located in Louisville, KY, seeks a dedicated Product Support Engineer to provide technical support for application and system-related issues. Candidates should have strong troubleshooting abilities and minimum 6 years of experience in technical support. The role involves working independently and collaborating with development teams to ensure effective resolutions. This position values a customer-first mindset and offers opportunities for continuous improvement in support services.

Qualifications

• 6+ years of experience in help desk or technical support.
• Experience in effective communication with technical and non-technical users.
• Experience in structured problem-solving for application and system issues.

Responsibilities

• Provide technical support to end users via phone, email, and online platforms.
• Troubleshoot and resolve application, system, or configuration issues.
• Collaborate with development, QA, and product teams.

Skills

Troubleshooting abilities

Effective communication

Customer-first mindset

Structured problem-solving

Education

Associate’s or Bachelor’s degree in Computer Science or IT

Tools

Microsoft Office (Excel, Outlook)

SQL

ServiceNow

Jira

Zendesk

Job description

We are seeking a dedicated and technically skilled Product Support Engineer to provide end-user support for application and system-related issues.

This role requires strong troubleshooting abilities, effective communication, and a customer-first mindset.

The ideal candidate will work independently, applying discretion and experience to resolve moderately complex issues efficiently.

The Product Support Engineer will identify, research, and resolve technical problems while documenting and tracking issues using ticketing systems.

This role involves collaboration with cross-functional teams to ensure seamless issue resolution and continuous improvement in support services.

Key Responsibilities

• Provide technical support to end users via phone, email, and online platforms.
• Troubleshoot and resolve moderately complex application, system, or configuration issues.
• Analyze data errors and apply .NET-based fixes or workarounds where applicable.
• Track, document, and monitor support cases using ticketing systems.
• Escalate unresolved issues to higher-tier engineering or development teams.
• Collaborate with development, QA, and product teams to support customer applications.
• Maintain documentation of known issues, resolutions, and workarounds.
• Prioritize support requests based on impact and urgency, ensuring service level agreements (SLAs) are met.
• Contribute to the continuous improvement of support processes and end-user experience.

Required Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 6 years of experience in help desk or technical support, providing Level 1 or Level 2 support.
• At least 5 years of experience in effective verbal and written communication with technical and non-technical users.
• Minimum 5 years of experience in structured problem-solving for application and system issues.
• 8+ years of experience using Microsoft Office products, including Excel and Outlook.
• 3+ years of experience supporting .NET-based applications, including error analysis and basic debugging.
• 2+ years of experience in environments focused on continuous improvement and customer service.

Preferred Qualifications

• Experience in IT systems or infrastructure support roles, including software deployment or systems administration (1+ year).
• Experience with SQL for troubleshooting and data validation (1+ year).
• Experience using ticketing systems such as ServiceNow, Jira, or Zendesk (1+ year).