Product Support Engineer — Tech-Savvy & Customer-Focused

keystonetech; Charlotte (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Keystone Technologies is seeking a Product Support Associate to handle inbound technical inquiries, provide documentation, and assist with warranty processing. You will collaborate with Product Managers and Engineering to keep product data accurate and support advanced sales inquiries.

Ideal candidates bring an Associate degree in engineering or business, CAD familiarity, and strong problem-solving and organizational abilities, with a customer-first mindset.

Qualifications

• Associate degree or commensurate experience in customer relations or technical support.
• Familiar with CAD or architectural drawing software is preferred.
• Knowledge of electrical, electronic, or lighting products is a plus.
• Strong listening, problem-solving, and troubleshooting skills.
• Understanding of mobile apps and controls is helpful.
• Experience with warranty and complaint processing.
• Ability to manage projects from conception to delivery.
• Excellent organizational skills and attention to detail.

Responsibilities

• Receive inbound technical-related phone calls and emails and guide customers to resolution.
• Generate supporting documentation for technical product inquiries.
• Assist in advanced sales support for product related inquiries.
• Collaborate with RMA department on warranty claims processing.
• Work with Product Managers and Engineering to ensure product data is accurate.
• Coordinate timelines with internal and external product team affiliates.

Skills

Listening skills

Problem-solving

Troubleshooting

Phone support

Customer service

Warranty processing

Project management

Technical product knowledge

Organizational skills

Education

Associate degree in engineering or business

Tools

CAD software

Job description

Keystone Technologies is seeking a Product Support Associate to handle inbound technical inquiries, provide documentation, and assist with warranty processing. You will collaborate with Product Managers and Engineering to keep product data accurate and support advanced sales inquiries.

Ideal candidates bring an Associate degree in engineering or business, CAD familiarity, and strong problem-solving and organizational abilities, with a customer-first mindset.