Senior Product Tech Support - Manufacturing & IT Liaison

CPI Card Group; Roseville (MN); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Tuition reimbursement

Job summary

CPI Card Group is seeking a Product Tech Support professional to bridge business users and IT, delivering daily manufacturing operations support and system troubleshooting. The role serves as the first contact for issue resolution and collaborates with IT, operations, and vendors to implement production-related processes.

The position emphasizes first-tier resolution with opportunities to advance within network and dev/ops teams. Hybrid work arrangement and strong benefits accompany the role.

Qualifications

• HS Diploma plus relevant certification/education such as Associate’s Degree in Computer Science or A+ certifications
• BS degree in Computer Science preferred
• At least 5 years demonstrated success in hardware or systems support role
• Demonstrated expertise in business-specific systems and technologies

Responsibilities

• Develop and leverage deep expertise on all aspects of the internally written software exposed to production staff, machine integrations with vendors and CPI business systems, and general support for PCs or similar hardware controllers within the machines.
• Identify, report and analyze trends, offering feedback to product and development teams, IT Operations teams, or vendors to drive more robust solutions that resolve recurring system or customer issues
• Work with business users, IT teams, and vendors to determine requirements and help facilitate the implementation of production-related processes, services and equipment.
• Provide logs and detailed descriptions of issues to internal IT teams and vendors for resolution of problems.
• Train production staff on system functionality. Create training documentation and provide on-site instructions on internal processes related to production systems.
• Participates in after hour support when required.
• Coordinates process-improvement requirements gathering with local leadership and presents to IT management
• Integrates new services, drives operating and technical improvements in application and infrastructure platforms
• Works with customers on FTP/SFTP setup and other technical onboarding tasks
• Installs, modifies and maintains systems and utility software on server platforms
• Understanding/troubleshooting of IP routing, VPN access methods and DNS
• Responds to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support of network related functions and availability
• Resolve escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving an issue
• Ask questions and use diagnostic programs to efficiently and accurately diagnose issues and resolve them. Properly identify when to escape an issue and follow instructions regarding case escalation while monitoring and adhering to customer SLAs.

Skills

Communication

Teamwork

Problem-solving

Documentation

Multi-tasking

Hybrid work

Education

HS Diploma + IT certs

Associate’s Degree in CS

Bachelor’s Degree in CS

Tools

MS Teams

MS Office 365

Visio

VMware

LDAP

FTP/SFTP

CentOS Linux

Job description

CPI Card Group is seeking a Product Tech Support professional to bridge business users and IT, delivering daily manufacturing operations support and system troubleshooting. The role serves as the first contact for issue resolution and collaborates with IT, operations, and vendors to implement production-related processes.

The position emphasizes first-tier resolution with opportunities to advance within network and dev/ops teams. Hybrid work arrangement and strong benefits accompany the role.