Product support engineers handle tech requests filed by end-users of a company's product or systems. They primarily troubleshoot and resolve errors and log details for later customer update reports. They act quickly to analyze available data and find the root cause of issues. They develop solutions themselves or pass the problem along to other engineering team members and provide users with progress updates.
Product support engineers prepare technical documentation when logging a product issue, noting details including their observations, diagnoses, and steps taken. They write weekly reports summarizing production performance and release notes for upgrades as well as troubleshooting guides. Product support engineers also deal with product issues firsthand and readily suggest improvements, including customer features. They need a bachelor's degree in computer science, engineering, mathematics, or related fields.
Average Years of Experience
Common Skill Sets