Product Support Engineer

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

📋 Description

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

• Collaborate with the customer as well as internal IT, security, and tool management teams to ensure alignment on infrastructure preparedness, configuration requirements, security measures, and deployment dependencies.

• Assist in customer-hosted deployment environments, which include VM setup, VPN tunnel configuration, authentication and authorization setup, and approval workflows from customers.

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

• Facilitate customer environment integration that involves firewall policies, routing, DMZ placement, certificates, security considerations, and secure access protocols.

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

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

• Collaborate with geographically dispersed teams to support customer deployments across various global regions and time zones.

• Enhance deployment readiness by improving documentation, testing coordination, onboarding processes, customer handoffs, and identifying gaps.

⛳️ Requirements

• Proven experience in implementation, deployment, support, and field engineering.

• Background in supporting applications and products within hybrid enterprise environments.

• Extensive experience with various Linux and Windows operating systems and environments.

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

• Experience in supporting secure remote access platforms, customer-managed access models, or operational support systems.

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

• Ability to work across time zones and support global customer deployments.

• Willingness to travel to customer sites.

• Excellent customer-facing communication skills, capable of engaging directly with technical stakeholders.

• Strong understanding of REST APIs and system integration principles.

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

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

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

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

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

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

🏝️ Benefits

• Medical, dental, vision, life, and additional voluntary benefits.

• 401(K) plan with company matching.

• Employee stock purchase program (ESPP).

• Student debt assistance.

• Tuition reimbursement program.

• Opportunities for development and career growth through various programs.

• Financial planning benefits.

• Wellness benefits, including an employee assistance program (EAP).

• Paid time off.

• Paid company holidays.

• Family care and bonding leave.

• Performance incentive programs may be available.

• Reasonable accommodations for qualified individuals with disabilities.