What does a Product Support Engineer do?
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.
- Interpret customer issues, report design concerns, reliability or maintenance problems to the product engineering team.
- Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Work cross functionally with members of manufacturing, engineering, and design teams.
- Develop and release technical memos, process service bulletins for the repair or upgrade of products, and training material on product repair.
- Support external customers to conduct testing, training, documentation on new product introduction.
- Participate in engineering project meetings regarding new products and provide feedback on serviceability and field concerns.
- Provide global technical support to technicians by answering technical questions, troubleshooting and resolving problems via phone, email, or in-person.
- Provide training on new and existing products.
- May be involved in customer installation and training programs.
- Provide technical support to field engineers and product support personnel.
- Bachelor's or Graduate's Degree in computer engineering, computer science, information systems or systems engineering, or equivalent experience.
- Experience with FTP, SaaS, XML, Linux, STMP, and Cloud software and systems.
- Experience with CAD, Gmail, 3D CAD, Ladder Logic, AutoCAD, PLC, C, and APIs software and systems.
- Fluent in trigonometry, geometry, writing protocols, and drawing.
- A collaborator with demonstrated attention to detail.
- Problem solving and design review skills.
- Comfortable working within design review and browsers.
How much does a Product Support Engineer make?
Base Pay
Additional Pay
$101,266
/ yrProduct Support Engineer Career Path
Learn how to become a Product Support Engineer, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Average Years of Experience
Product Support Engineer Insights
NextGen Healthcare“Decent Salary but not the best”
Hearsay Systems“Training is terrible and they don't do anything good to improve it”
Evive“It is the best place to work and learn”
ASM International NV“Good work and life balance”
Honeywell“Great work and life balance”
Zscaler“Best in top organizations and good compensation”
“This is a fun and stress free job with lots of travel and adventure.”
“Good place to work and many good people around.”
Frequently asked questions about the roles and responsibilities of a Product Support Engineer
- Support Technician
- Support Specialist
- Product Support Analyst
- Support Consultant