Product support engineers are in charge of providing effective support for products developed in their organization. They are responsible for testing and providing technical troubleshooting during development. One of their main responsibilities include creating a product support plan to provide maintenance. Product support engineers provide telephone and online support, in addition to in-person training when needed. Additionally, they oversee software deployments, are responsible for ensuring product quality, overview the security and and integrity of the product to minimize privacy concerns, and create detailed product reports. These engineers generally report their progress to the product vice president or supervisor in their department.
Product Support Engineer Tasks
Conduct trainings and create documentation for other engineers, users, and other audiences.
Provide on-call and ongoing troubleshooting, technical, and hardware advice and suggestions
Analyze and resolve customer concerns and problems, diagnose the root cause, and document interactions.
Support remote and local upgrades, installations, and maintenance.