Product Support Engineer

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Oversee comprehensive implementation processes for Remote Application Product deployments, encompassing site preparation, environment validation, technical integration, testing, go-live coordination, and post-deployment stabilization.

• Collaborate with customers and internal IT, security, and tool-management teams to ensure alignment on infrastructure readiness, configuration requirements, security controls, and deployment dependencies.

• Provide support for customer-hosted deployment environments, which includes VM setup, VPN tunnel configuration, authentication and authorization setup, and customer approval workflows.

• Diagnose issues across application, infrastructure, and network layers, addressing connectivity, site readiness, testing impediments, and operational escalations.

• Assist in customer environment integration that involves firewall policies, routing, DMZ placement, certificates, security considerations, and secure access controls.

• Facilitate enterprise integration requirements such as LDAP, Active Directory, Kerberos, NTLM, SMTP, SSO, certificate management, and audit or reporting workflows.

• Coordinate with internal engineering, cybersecurity, product development, and support teams regarding new installations, troubleshooting, bug fixes, upgrades, training, documentation, and escalations.

• Collaborate with geographically distributed teams and assist in customer deployments across various global regions and time zones.

• Enhance deployment readiness through improved documentation, testing coordination, onboarding workflows, customer handoffs, and identification of gaps.

⛳️ Requirements

• Proven experience in implementations, deployments, support, and field engineering.

• Background in supporting Applications and Products within hybrid enterprise environments.

• Strong expertise in various Linux and Windows Operating systems and environments.

• Experience with enterprise identity and access integrations such as LDAP, Active Directory, Kerberos, SSO, and certificate-based workflows.

• Familiarity with secure remote access platforms, customer-controlled access models, or operational support systems.

• Experience in semiconductor, industrial, manufacturing, or high-security enterprise environments.

• Ability to work effectively across different time zones while supporting global customer deployments.

• Willingness to travel to customer locations.

• Excellent customer-facing communication skills, enabling direct engagement with customer technical stakeholders.

• Strong understanding of REST APIs and system integration concepts.

• Good knowledge of databases, backend system interactions, schema concepts, queries, troubleshooting, and data flow validation.

• Solid grasp of networking fundamentals, including TCP/IP, routing, ports, VPN concepts, and enterprise connectivity.

• Experience or strong knowledge of firewall rules, ACLs, and secure network access models.

• Ability to troubleshoot complex issues across application, infrastructure, and network domains.

• Proficient verbal and written communication skills for effective global cross-functional collaboration.

• Capacity to work independently in complex deployment environments while managing multiple stakeholders.

🏝️ Benefits

• Performance incentive programs.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Life insurance.

• Other voluntary benefits.

• 401(k) with company matching.

• Employee stock purchase program (ESPP).

• Student debt assistance.

• Tuition reimbursement program.

• Opportunities for development and career growth.

• Financial planning benefits.

• Wellness benefits.

• Employee assistance program (EAP).

• Paid time off.

• Paid company holidays.

• Family care and bonding leave.

• Reasonable accommodations for qualified individuals with disabilities.