Product Support Engineer

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

📋 Description

• Oversee Support inquiries from technical clients, including AEC Engineers, Project Managers, and field personnel.

• Identify and categorize bugs, user errors, enhancements, and third-party issues.

• Collaborate with Engineers to reproduce and assess bugs with precise technical context.

• Direct issues that require development intervention to Product Managers, Engineers, or Product Marketing teams.

• Develop and refine Support processes, tools, and workflows.

• Enhance intake, triage, and escalation procedures as the platform expands.

• Ensure issues are resolved promptly while maintaining high customer satisfaction.

• Analyze Support data to uncover patterns, systemic challenges, and opportunities for digital platform development.

• Keep comprehensive records of issues, including tagging, resolution type, issue status, time to resolution, and platform performance.

• Provide reports on SLAs to the leadership of Digital Products.

• Collaborate with Product Managers to ensure continuous feedback mechanisms are in place.

• Identify recurring issues, trends, and areas of difficulty.

• Compile Support insights to enhance experience design, platform performance, and documentation.

• Work with Product Marketing to outline expected behaviors for new features and prepare Support documentation.

• Convert adoption inquiries into customer-facing Support articles.

• Contribute to and consistently update FAQs and additional Support resources.

• Support Trilon’s platform as a service from MVP launch onward.

• Troubleshoot plug-ins, applications, and third-party software utilized in CAD, GIS, and Deltek Vantagepoint workflows.

• Report directly to the Director of Product Management, Digital Platforms.

⛳️ Requirements

• A minimum of 3 years of experience in product, technical, or field Support for enterprise software or professional services products.

• Experience with on-call triage and collaboration with Engineering.

• Strong diagnostic skills across intricate digital journeys and workflows.

• Exceptional communication abilities with both technical and non-technical clients.

• Strong organizational and documentation skills with a keen attention to detail.

• Experience in setting up ticketing systems and Support integrations.

• Proven ability to partner with digital Product Managers and Engineers.

• Strong problem-solving skills and a curiosity for uncovering root causes of issues.

• Capability to manage and prioritize issues effectively in a fast-paced environment.

• Familiarity with AI-powered tools or enterprise platforms is a plus.

• Experience in AEC, engineering, or project-based professional services environments is a significant advantage.

🏝️ Benefits

• Pay transparency: the base salary range reflects the company’s good faith estimate; final compensation takes into account experience, skills, qualifications, internal equity, and geographic location.

• Trilon is supported by Alpine Investors, a PeopleFirst Private Equity Firm.