Technical Product Support (Remote)

Keystone Technologies Inc; Raleigh, Northern (NC, KY); Hybrid; USD 44,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Voluntary life insurance

Employer-paid group life insurance

Short-term disability

401k with company match

Paid time off

Philanthropic opportunities

Job summary

Keystone Technologies seeks a Product Support Associate to assist customers with technical product information and troubleshooting for lighting solutions. The role handles inbound inquiries, creates documentation, supports sales, and collaborates with Product Managers and Engineering to ensure accurate product data and timelines, all while delivering on our Light Made Easy promise.

Remote work is available outside a 50-mile radius, with onboarding at Headquarters in Lansdale, PA; EST location

Qualifications

• Associate degree or higher in engineering, business, or related field.
• Strong customer service and technical support experience essential.
• Ability to read CAD or architectural drawings preferred.
• Excellent listening, problem-solving, and communication skills.

Responsibilities

• Receive inbound technical-related calls and emails.
• Guide customers through resolution steps.
• Generate supporting documentation for product inquiries.
• Assist in advanced sales support for product inquiries.
• Collaborate with RMA on warranty claims processing.
• Coordinate with Product Managers and Engineering on data accuracy.

Skills

Customer service

Technical support

Documentation

Troubleshooting

Project coordination

Education

Associate degree

Tools

CAD software

Architectural drawing software

Job description

Candidates residing within 50 miles of our office will be expected to work onsite Tuesday through Thursday as part of a hybrid schedule. Candidates residing outside of the 50-mile radius will be eligible for a remote position. If remote, thisposition would require travel to the Headquarters location (Lansdale, PA) for onboarding and training during the first week.

Please do not apply unless you are located on EST and are able to travel to Headquarters during the first week of employment.

About Keystone Technologies:

Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy."

Who We Are:

We’re not your typical lighting company — and we like it that way. At Keystone, we move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy®. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first — whether that’s our customers, partners, or each other. If you’re passionate about growing, collaborating, and making a difference, you’ll feel right at home here.

Keystone's core values:

Wow Customers: Every interaction is an opportunity to show how much we care and appreciate all our customers, internal and external, so we create unique experiences that go above and beyond their expectations.

Grow Passionately: We embrace growth through creativity, curiosity, and an eagerness to learn. Our work isn’t just about achieving more; it’s about evolving personally and professionally, transforming at every opportunity.

Do Right: It’s not just good ethics to do the right thing; it’s good business. We uphold the highest integrity, and we do the right thing even when it’s hard. Why? Because trust is our most important currency.

Value People: We come from a range of backgrounds, affiliations, and experiences. We honor everybody’s story and build lifelong relationships, whether with colleagues, customers, or partners, because to reach our fullest potential means empowering people to thrive.

Challenge Convention: We refuse to blindly accept the status quo. With agility, courage, and tenacity, we continuously improve — asking tough questions, looking beyond surfaces, and not stopping to rest on our accomplishments.

What we offer:

Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.

The Opportunity:

The Product Development Team creates new products and improves the performance, cost, and quality of existing products to achieve Keystone’s business goals and core values. The Product Support Associate plays an integral role in serving our customers to fulfill our Light Made Easy promise. This position will help bring new and innovative products to the market, while offering technical support.

Your Impact:

Receiving inbound technical-related phone calls and emails and walking customers through the necessary steps to find a resolution

Generating supporting documentation for technical product related inquiries

Assisting in advanced sales support for product related inquiries

Collaborating with RMA department on warranty claims processing

Working directly with Product Managers and Engineering to ensure that product data is correct and updated

Working directly with management to create and maintain timelines with internal and external product team affiliates

What you bring:

Associate’s degree in engineering, business, or commensurate experience in customer relations, technical support, and or a product development role

Knowledge of CAD or Architectural drawing software preferred

Electrical, electronic, or lighting related product knowledge is a plus

Have effective listening and problem-solving skills

Strong ability for general deductive reasoning, systematic troubleshooting and understanding of mobile applications and controls

Knowledge of customer service principles and practices to utilize them for handling customer queries on the phone

Experience with warranty and complaint processing

Have a strong work ethic and sense of urgency with ability to take initiative and accomplish goals.

Have the propensity to understand technical products

Can manage projects from conception to delivery

Can maintain exceptional organizational skills and a keen attention to detail

Please note that we do not accept unsolicited resumes from recruiters or employment agencies.