Product Support Engineer: Live Troubleshooting & Licensing

John Galt Staffing; Westford (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

A staffing agency in Westford, Massachusetts is seeking a Customer Support Specialist to manage product inquiries via a support system. Responsibilities include troubleshooting hardware and configuration issues, authoring knowledgebase articles, and participating in on-call rotations. Ideal candidates will possess strong technical support skills and a willingness to work early shifts from Wednesday to Saturday, 5am to 3pm ET. This role offers a unique opportunity to work closely with customers and partner teams in a dynamic environment.

Responsibilities

• Handle new Product customer cases via Support CRM System.
• Work with Product customers 'live' via phone and remote session.
• Perform 1st level triage and fault isolation on Product hardware issues.
• Create and issue Product Licenses.
• Troubleshoot and resolve Product License issues.

Job description

A staffing agency in Westford, Massachusetts is seeking a Customer Support Specialist to manage product inquiries via a support system. Responsibilities include troubleshooting hardware and configuration issues, authoring knowledgebase articles, and participating in on-call rotations. Ideal candidates will possess strong technical support skills and a willingness to work early shifts from Wednesday to Saturday, 5am to 3pm ET. This role offers a unique opportunity to work closely with customers and partner teams in a dynamic environment.