Product Support Engineer
Medford, Massachusetts, United States Hybrid
Salary not listedJobFig found this opening at its original source and checks that it remains available.
About the role
As a Product Support Engineer, you will be the internal expert on how our products behave in real customer environments, including configurations, data flows, integrations, embedded tools, and third-party vendor systems. You will own complex issues escalated beyond front-line support and drive them to resolution through investigation, documentation, collaboration, and clear communication. This is not a traditional help desk or engineering role. It is a product operations role focused on understanding customer-impacting product behavior, reducing repeat escalations, improving internal knowledge, and ensuring our SaaS products operate reliably as complexity grows. This role is ONLY available for work in the following (24) locations: AL, AR, CO, FL, IL, IN, KY, MA, MD, ME, MI, MN, NC, NH, NJ, PA, SC, TX, VA, VT, WA, WI, WV, & DC. This role will work in Eastern Standard Time. This role is posted as remote, but it could be hybrid or in-office if that best fits your working style.
What you'll bring
- 3+ years supporting or operating SaaS applications
- Strong understanding of APIs, integrations, and configuration-driven systems
- Ability to read logs, trace workflows, and reason about system behavior
- Experience working directly with customers on complex technical issues
- Experience managing vendor/partner relationships
- comfortable being the point of contact for external technical partners
- Strong written and verbal communication skills
- Strong documentation skills
- you write things down clearly and keep them current
- Familiarity with agile/scrum processes and tools (Jira, Confluence, or similar)
- Experience in nonprofit technology, CRM systems, or payment processing
- Familiarity with data integrations, ETL processes, or API management