Product Support Technician

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Collaborate with System Administrators and the Product Support Manager to provide technical assistance to users of L.B. Foster’s cloud-based asset management platform.

• Deliver first- and second-line technical support to identify and resolve issues.

• Offer prompt assistance through phone, web, and in-person channels.

• Monitor systems and proactively detect issues impacting stability, security, and performance.

• Triage and address technical problems following escalation procedures and SLA targets.

• Conduct initial analysis and assist in root-cause investigations for recurring or critical issues.

• Work with System Administrators, Development and QA Teams, Product Manager, and Architect on complex challenges.

• Explore issues within the Azure cloud environment and its supporting ecosystem.

• Examine and resolve database and data-related issues.

• Create and revise technical documentation, training materials, how-to guides, FAQs, and maintenance manuals.

• Record troubleshooting steps and contribute to the internal knowledge base.

• Assist in patch management and ensure security compliance.

• Engage in technical meetings and participate in project or review discussions.

• Test technical solutions to confirm they are robust and appropriate for their intended application.

• Carry out other duties as assigned.

⛳️ Requirements

• An Associate degree in Information Systems or a related field is required.

• A minimum of three years of experience in a Help Desk, Service Desk, or Deskside Support position is required.

• Experience with Azure, including Azure DevOps, is preferred.

• Strong computer skills and proficiency in Microsoft Office 365 are essential.

• Willingness to travel internationally.

• General working knowledge of Azure services, IoT devices and communication protocols, SQL, computer programming principles and techniques, logical design, process flow, testing, debugging, implementation, and documentation.

• Strong problem-solving, troubleshooting, and critical thinking abilities.

• Proficient time management skills.

• Capacity to work collaboratively with team members and colleagues.

• Excellent written and verbal communication skills.

• Ability to manage multiple tasks simultaneously in a complex environment with competing priorities.

• Self-motivated individual who can work with a diverse team.

• Eagerness to learn new technologies and take on additional responsibilities.

• Capability to work effectively with cross-functional groups and a geographically dispersed user base.

• May be required to be on call during weekends and holidays on a rotating schedule.

🏝️ Benefits

• Opportunity to work remotely.

• Full-time employment.

• Opportunity to travel internationally.

• Potential on-call duties on weekends and holidays on a rotating basis.