Product Support Engineer

Cullerton Group; Peoria (IL); Hybrid; USD 66,000 - 94,000; Full time

Benefits offered by this job

Health insurance

Vision

Dental

401k

Holiday pay

Job summary

Cullerton Group in Peoria, IL is seeking a Product Support Engineer 2 for a hybrid role (1–3 days in office) on a 12-month assignment. You will support Tier 1 advisors, research issues, and coordinate with internal teams to drive resolution.

You will document findings, monitor SLA progress, and help improve FAQs and knowledge articles. Requires 1–3 years in customer or technical support; up to 25% travel. Potential for permanent employment.

Qualifications

• Bachelor’s degree with 1–3 years in customer/technical support or related field.
• In lieu of a degree, 4+ years of related experience.
• Experience in queue-based case management and SLA monitoring.
• Familiarity with ITSM/CRM platforms.
• Strong written and verbal communication.

Responsibilities

• Respond to Tier 1 escalations by reviewing case details, clarifying questions, researching resources, and providing next steps.
• Document issue details, research findings, recommended actions, next steps, and resolution guidance in case records.
• Monitor assigned cases and queues to support timely follow-up and SLA performance.
• Manage aging cases by identifying blockers and coordinating with resources.
• Collaborate with supplier support, partners, technical teams, and knowledge owners to resolve inquiries.
• Identify recurring trends and recommend improvements to FAQs, knowledge articles, training materials, and processes.
• Help improve support paths and the escalation experience through documentation and knowledge sharing.

Skills

Customer support

Case management

Research skills

Cross-functional

Communication

Education

Bachelor's degree

Tools

Salesforce

ServiceNow

Microsoft Dynamics 365

Teams

SharePoint

Excel

Power BI

Job description

Cullerton Group has a new opportunity for a Product Support Engineer 2 in Peoria, IL, with Chicago, IL also available as an option. The position is hybrid, with 1–3 days per week in the office, and follows a Monday–Friday, first-shift schedule. This is a 12-month position that can lead to permanent employment with our client. Compensation is $58/hr + full benefits (vision, dental, health insurance, 401k, and holiday pay).

Job Summary

The Product Support Engineer 2 will support Tier 1 advisors with escalated customer questions by researching issues beyond existing knowledge resources and coordinating with internal teams to move cases toward resolution. This position will manage escalated and aging cases, monitor SLA progress, document findings and recommended actions, and provide clear resolution guidance. The role will also identify recurring support themes and translate them into improvements to FAQs, knowledge articles, training, and support processes. The ideal candidate combines strong case-management and research skills with clear communication, customer-focused problem solving, and the ability to coordinate effectively across multiple teams.

Key Responsibilities

• Respond to Tier 1 escalations by reviewing case details, clarifying customer questions, researching available resources, and providing clear next steps.
• Document issue details, research findings, recommended actions, next steps, and resolution guidance within case records.
• Monitor assigned cases, escalations, and queues to support timely follow-up and SLA performance.
• Manage aging cases by identifying blockers, engaging appropriate technical or business resources, and communicating status through resolution or escalation.
• Partner with supplier support teams, business partners, technical teams, knowledge owners, and workstream leads to resolve customer and dealer inquiries.
• Identify recurring support trends and recommend improvements to FAQs, knowledge articles, training materials, and support processes.
• Help improve support paths and the overall escalation experience through effective documentation, collaboration, and knowledge sharing.

Required Qualifications

• 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 working with customer, dealer, or internal business partner inquiries in a queue-based or case-management environment.
• Experience with call center operations, digital operations, technical support, product support, application support, or case management.
• Experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities.
• Ability to research and interpret information across multiple systems, knowledge repositories, procedures, and internal resources.
• Strong case-management skills, including documenting issues, actions taken, findings, next steps, and resolution guidance.
• Ability to prioritize cases, monitor SLA expectations, recognize aging-case risks, and take timely follow-up action.
• Comfortable working with ITSM, CRM, knowledge-management, collaboration, and reporting tools.
• Strong written and verbal communication, time management, attention to detail, problem-solving, and follow-through skills.
• Ability to work independently while recognizing when an issue requires escalation or additional resources.

Preferred Qualifications

• Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms.
• Experience supporting digital, dealer, customer, product-support, or eCommerce applications.
• Experience with Microsoft productivity and reporting tools such as Teams, SharePoint, Excel, Power BI, and Copilot.
• Experience translating recurring customer-support issues into FAQ, knowledge-base, training, or process-improvement recommendations.
• Experience collaborating across supplier support, technical, business, and customer-facing teams.
• Work Arrangement: Hybrid, 1–3 days per week in the office
• Schedule: Monday–Friday, first shift
• Duration: 12 months
• Travel: Up to 25%

Why This Role?

This position offers an opportunity to work at the intersection of customer support, digital operations, technical problem solving, and continuous improvement. You will have direct visibility into customer and dealer support challenges while collaborating across technical and business teams to resolve issues and improve the overall support experience. The role also provides opportunities to strengthen knowledge content, processes, and training by turning recurring support trends into actionable improvements. Cullerton Group provides a professional environment with growth potential and the opportunity to support a global leader in heavy machinery and manufacturing.