Software Product Support Engineer: Drive Product Impact

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

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.