Software Product Support Engineer

Diversified Services Network, Inc.; Peoria (IL); On-site; USD 117,000 - 124,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Vision Insurance

Disability insurance

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Paid Holidays

Job summary

Diversified Services Network, Inc. in Peoria, IL, seeks a Software Product Support Engineer to bridge product development and customers, coordinating with engineering to track and resolve issues and gather field feedback.

The ideal candidate communicates complex technical details to diverse audiences and manages the full lifecycle of support or change requests from intake to resolution, collaborating with field staff and customers to expand product usage.

Qualifications

• Experience translating technical detail for varied audiences.
• Experience managing full lifecycle of a support or change requests.
• Strong collaboration with engineering and field staff.

Responsibilities

• Coordinate with product development engineers to track and communicate design, development, support, and maintenance problems and solutions.
• Identify, document, and report design, reliability, and maintenance problems and bugs.
• Gather and consolidate feedback from customers and field staff.
• Coordinate with field support specialists and customers to address and resolve problems and expand product usage.
• Answer customer and field support questions; provide guidance and support for product integration and infrastructure issues.

Skills

Communication

Technical translation

Cross-functional collaboration

Job description

Software Product Support Engineer

Diversified Services Network, Inc. (DSN) is seeking a full-time Software Product Support Engineer to join our team in Peoria, IL. We offer full benefits, PTO, 401k, and more! If you’re looking to grow your career within an extremely reputable, stable Fortune 100 company - let’s talk!

Position Overview

The Software Product Support Engineer serves as the bridge between product development and the customers and field staff who use the product day to day. This role coordinates with engineering teams to track and resolve design, reliability, and maintenance issues, while gathering and consolidating field feedback to help guide ongoing product improvements. The ideal candidate is a strong communicator who can translate technical detail for varied audiences and manage the full lifecycle of a support or change request from intake to resolution.

Key Responsibilities

• Coordinate with product development engineers to track and communicate design, development, support, and maintenance problems and solutions.
• Identify, document, and report design, reliability, and maintenance problems and bugs.
• Gather and consolidate feedback from customers and field staff.
• Coordinate with field support specialists and customers to address and resolve problems and expand product usage.
• Answer customer and field support questions; provide guidance and support for product integration and infrastructure issues.

Team & Work Environment

Embedded within a workgroup spanning 3 teams, collaborating with approximately 13-15 colleagues along with 3 additional cross-functional partners.

Benefits

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

Salary: $117,000 - $124,000 per year