Product Support Engineer - NAMER

Own complex technical issues from intake through resolution or escalation—investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved.

Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.

Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers.

Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.

Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement.

Contribute to AMER coverage, handoff, and operating practices alongside the regional Support Engineering team while bringing customer patterns to the global Support Engineering team.

Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence.

You’ve worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior.

You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.

You can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly.

You write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones.

You naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design.

You’re excited to contribute to an established AMER Support Engineering team, take on meaningful ownership, and help improve how the broader team works.

You’re looking primarily for a high-volume support role centered on predefined troubleshooting steps, rather than open-ended technical investigation and ownership.

Most of your experience is in internal IT, help desk, endpoint, hardware, network, infrastructure, cloud operations, systems administration, infrastructure maintenance, or service deployment—and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or data-backed…

You prefer to pass difficult issues to another team rather than reproduce, investigate, and explain them yourself.

You’re looking for a role focused mainly on writing production code; this role diagnoses and escalates bugs but does not own code changes.

You prefer clear-cut problems and predefined answers over working through ambiguity with careful documentation, focused questions, and evidence-based decisions.

You want a narrowly defined role without regional operating ownership or projects that improve how the broader Support team works.