82,334 Product Support jobs in the United States

• Establish and scale ShopMy's Product Support team, including defining processes, workflows, and success metrics
• Build and train a high-performing support team that delivers exceptional service to both brand and creators
• Develop a tiered support model that efficiently resolves user inquiries and technical issues
• Act as the voice of the customer, identifying recurring product issues, gaps, and usability challenges and implement feedback loops to prioritize fixes and feature improvements
• Establish a structured reporting process to ensure leadership has visibility into support trends and product pain points
• Drive proactive support initiatives, reducing inbound issues by improving product education and self-service options
• Ensure swift resolution of user-reported issues, balancing speed, accuracy, and customer experience
• Manage technical troubleshooting for platform issues, working closely with Engineering and Product to escalate complex cases
• Define and track KPIs (e.g., response time, resolution time, CSAT) to continuously improve support effectiveness

• 8+ years of experience in Customer Support, Technical Support, or Product Operations, with at least 3+ years in a leadership role
• Proven track record of building and scaling support teams within a fast-paced, tech-driven environment
• Strong problem-solving and analytical skills, with the ability to identify patterns in support data to drive product improvements
• Experience working closely with Product and Engineering teams to escalate issues and improve the platform
• Technical aptitude - comfortable troubleshooting and communicating with both technical and non-technical stakeholders
• Deep understanding of support operations tools (e.g., Zendesk, Intercom, Jira, or similar platforms)
• Excellent communication and stakeholder management skills, with the ability to translate customer feedback into actionable insights
• Experience in a B2B or B2B2C SaaS environment supporting brands, creators, or e-commerce platforms is a plus

• Medical & Dental Coverage at 70%
• Equity in ShopMy
• Flexible PTO
• 14 weeks of parental leave
• Reimbursements up to 200/month to spend on teammate outings
• 401k program (3% automated contribution from ShopMy!)
• ClassPass Membership
• Company retreats
• Opportunity to monetize your influence- all employees build out a ShopMy page!
• Birthday PTO

Job Description

As a Product Support Engineer, you will handle support level 1 and level 2 requests related to the Nexthink solution and its different components. You will be based in our branch office in Boston, which has a hybrid model (you will go to the office three days per week). For candidates that are based in Mountain or West regions, this role will be remote.

The candidate must have previous experience in technical support, be willing to work in a team while also being autonomous, be ready to learn, and be open to feedback from peers and superiors. She/he should feel a strong sense of ownership of the domain she/he is responsible for.

• Manage and conduct technical consultation and guidance to customers, encompassing resolution steps for any product-related issues.
• Independently assist customers in initiating investigations and provide recommendations on technical configurations, which may not always be documented or scripted.
• Gather requirements and manage technical configurations in production environments. Utilize technical solution skills, including proficiency in AWS, Linux, and Nexthink products.
• Engage in direct troubleshooting, involving phone communication and remote sessions with stakeholders.
• Handle Level 1 and Level 2 support requests for the Nexthink solution and its components globally.
• Conduct end-to-end investigations, including issue replication, often requiring unscripted technical expertise.
• Apply in-depth Nexthink technical knowledge to support tasks.
• Provide comprehensive expertise, ensuring all necessary details are communicated effectively.
• Continuously monitor and track support requests from inception to resolution.
• Project manage follow-up meetings with various organizational teams involved in issue resolution.
• Collaborate and coordinate with internal teams to address complex customer escalations.
• Update, maintain, and improve the knowledge base, identifying and addressing gaps in technical documentation and creating new content as needed.
• Ensure the effective handover of issues to other time zones to be compliant with Product support SLAs.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support for the Nexthink solution and its components.
• Troubleshoot issues directly with customers and partners via phone and remote sessions.
• Ensure end-to-end tracking of support requests from initiation to resolution.
• Collaborate with internal teams through follow-up meetings to drive issue resolution.
• Maintain and enhance the internal knowledge base with updated troubleshooting steps and solutions.
• Demonstrate ownership and accountability for the support domain.
• Support deployments in Federal government environments, ensuring compliance with security and operational standards.

Qualifications:
Qualifications

• Minimum 3 years of experience in technical support roles.
• Strong customer service orientation and attention to detail.
• Proven experience in troubleshooting Linux server-side applications.
• Solid understanding of Windows operating systems.
• Experience with cloud technologies such as Azure or AWS and microservices is a plus.
• Background in virtualization, systems, and network administration.
• Excellent verbal and written communication skills in English.
• Team player with an autonomous mindset and openness to feedback.
• Eagerness to learn and grow in a dynamic environment.
• Ability to work in Federal government environments, including successfully passing a security clearance prior to joining Nexthink.

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.

In addition, we offer:

• ️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

_ Base salary ranges are determined by country, role, level, experience, and skills _. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.

Total Rewards @ Nexthink

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.

In addition, we offer:

• ️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

_ Base salary ranges are determined by country, role, level, experience, and skills _. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.

Job Description:

The Product Support Representative role provides multi-channel, office based technical operating and service advice to Authorized Service Providers, Dealers and Customers, for efficient issue resolution. The Product Support Representative will act as the direct link between the ASP, Dealers, Customers, and the Manufacturing Support teams, including but not limited to Engineering, Technical Publications and Product Management.

What you'll do

• Receives calls from customers on equipment operating troubles. Interview customers to understand the operating symptoms, then advises the customer of the course of action by explaining the possible solution and the steps that must be taken to restore equipment to safe and efficient operation.

• Receive inquiries from customers to obtain warranty, and operating information on Genie products. Supply information to the customer verbally, in writing, or by sending materials that respond to the request.

• Identify parts and supplies that the customer must have to restore equipment to a safe operational level.

• Communicate information on equipment problems or potential enhancements to other teams within the company.

• Occasionally prepares and delivers formal training to customers in the safe operation, maintenance, and care of equipment to assure desired operating level and warranty compliance. May travel to customer locations on an occasional basis, overseeing and repairing operational problems with Genie products.

• Performs other duties as assigned that support the overall objective of the position.

What you'll bring

• 3+ years' experience within Technical Service business within the heavy equipment or similar industry.

• Technical knowledge of aerial work platforms.

• Hands on knowledge of Genie products is preferred.

• Ability to explain technical and mechanical concepts to customers.

• Ability to work and organize with minimal guidance based on a good service-oriented attitude.

• Ability to communicate to internal functions through all available mediums.

• Proficient with MS Office including Excel, Word and PowerPoint.

• Proficient in the use of equipment, tools and technology needed to troubleshoot and repair AWP products. (computers, hand tools and digital devices).

• Good verbal and written communication skills.

• Ability to manage expectations and effectively convey customer needs to colleagues and functions throughout the company.

• Must be a team player and 100% results orientated and ability to work under pressure

• Must be able to learn and maintain a broad knowledge of the manufacturer's new and recent products.

• Demonstrate time management and organizational skills.

• Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments

• English and Spanish language skills are a plus.

Salary : The salary range for this position is $29 - $33 per hour. The pay range may be higher or lower depending on the applicant's location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

About Terex:

Terex Corporation is a global industrial equipment manufacturer of materials processing machinery, waste and recycling solutions, mobile elevating work platforms (MEWPs), and equipment for the electric utility industry. We design, build, and support products used in maintenance, manufacturing, energy, minerals and materials management, construction, waste and recycling, and the entertainment industry. We provide best-in-class lifecycle support to our customers through our global parts and services organization, and offer complementary digital solutions, designed to help our customers maximize their return on their investment. Certain Terex products and solutions enable customers to reduce their impact on the environment including electric and hybrid offerings that deliver quiet and emission-free performance, products that support renewable energy, and products that aid in the recovery of useful materials from various types of waste. Our products are manufactured in North America, Europe, and Asia Pacific and sold worldwide.

Additional Information:

We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact. We are committed to recruiting, engaging, developing, and retaining team members at all levels of our global workforce. Our culture is defined by our Terex Way Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Our values are the driving force behind our commitment to maintain an inclusive, supportive, non-discriminatory, and safe workplace for all team members. To that end, we are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions.As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. If you are a qualified individual with a disability, including disabled veterans, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the recruiting department (person or department) .

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

Summary We are seeking a Product Support Representative responsible for promoting parts and service sales within an assigned territory and acting as a liaison between the customers and the Parts Manager and/or Service Manager to provide information about customer problems/complaints and long-term requirements. The PSR is a professional salesperson who must possess an intimate working knowledge of our company and the various products and services we market. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Duties and Responsibilities * Promote and sell certain items to customers. * Increase parts and service sales to all customers, with special attention to accounts with which the Company does not have a strong or recent sales history. * Call on customers at the time they purchase and/or rent new or used equipment to provide needed information. * Discuss customer concerns and/or complaints relative to parts/service and work with the Parts/Service Manager to resolve problems, while maintaining the Company policies and positions toward the issues in question. * Review all manufacturer service bulletins and product improvement and discuss with Manager(s) * With manager's guidance, provide the customer with technical, pricing, and available information relative to improvements. * Call on customers to follow-up after service department repairs to ensure customer satisfaction. * Participate, as requested, in customer outings, association gatherings, exhibits and demonstrations. * Provide superior customer service and promote a positive professional image. * Train customers on the proper use of parts manuals, microfiche, etc. * Plan an itinerary for each day and prepare for each sales call by reviewing the items to be discussed and promoted. * Complete sales call reports daily and submit on a weekly basis. * Responsible to contact branch office three times each day to maintain communication. * Maintain current customer file with all information requested by management and provide updated information. * Update the Company equipment population list through discussions with customers about equipment sold, scrapped, or purchased from other new or used equipment sources. * Submit all viable leads to the Equipment Department. * Travel territory, various training, and meetings. Education and/or Experience * High School diploma or equivalent required. * Associates degree or some college is desired. * Previous sales experience a plus. Communication Skills * Must have excellent communication skills (written and verbal) and great interpersonal skills. * Ability to get along with diverse personalities in a tactful, mature, and flexible manner. Must be able to remain calm under pressure. * Must be able to communicate both in verbal and written tasks to the department as well as customers. Computer Skills * Must have computer and data entry skills * Experience with Microsoft Windows, Word, Excel, and Power Point. Physical Demands While performing the duties of this position the incumbent will be required to utilize the computer screen and keyboard, telephone and will need to bend and reach to file. In addition, this person will be required to travel. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, phone, photocopier, filing cabinets and fax machines. Travel can be expected. Position Type and Expected Hours of Work * This is position is classified as full-time, exempt. * Normal Days of work are Monday through Friday 8:00 a.m. to 5:00 p.m. * Travel may be required on occasion as needed. Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the personnel for this job. Duties, responsibilities, and activities may change at any time. EEO/AAP Statement Rudd Equipment Company, Inc. is an Equal Opportunity/Affirmative Action employer. It is our policy not to discriminate against any Incumbent or Applicant. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran. To achieve our goal of equal opportunity, we maintain an Affirmative Action Program through which we take good faith efforts to recruit, hire, and advance in the employment of qualified minorities, women, persons with disabilities, Vietnam-era veterans, and other protected veterans. PIc4f744e60d03-29400-38373561

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to so our team members can review.

NetDocuments is the world's #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters.

NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team.

At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022, 2023, & 2024 list of Inc. Magazine's 5000 Fastest-Growing Private Companies in America.

Other recent awards include:

• Two-time winner (2024, 2023) National Top Workplaces
• Two-time winner (2024, 2023) Top Workplace innovation
• Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
• Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
• Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
• Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits
• 2024 Cultural Excellence
• 2024 Technology Industry
• 2023 Top Workplace Leadership
• 2023 Top Workplace Purpose & Values
• 2022 Top Workplace Employee Appreciation and Employee Well Being

• Analyze, troubleshoot, and resolve issues related to the system and software functions of NetDocuments products. This may involve tools such as code reviews, software log data mining, and troubleshooting across a wide variety of third-party software applications and platforms.
• Communicate professionally and effectively with senior level customer management (C-Level executives, IT Directors, Managing Partners, etc.) or other customer designated representatives about critical issues, action plans, and proposed solutions as an authoritative representative of NetDocuments.
• Create, update, and approve in-depth technical knowledge for NetDocuments' products with the goal of reducing the time to resolution for Support incidents as well as improving our customers' ability to use and adopt our products without requiring direct Support engagement.
• Engage on escalations with both internal and external customers matching the urgency of the situation to produce the desired result.
• Act as an internal escalation resource for Technical Support Engineers to provide guidance and build action plans on escalated cases.
• Train and mentor Technical Support Engineers through onboarding, monthly technical trainings, and individual instruction.
• Approve product defect submissions and understand customer impact in order to prioritize work items with Product and Engineering teams during weekly meetings.

• Coordinate with Product to obtain transfer of information for new or updated products and create training for Support team as needed.

• Lead monthly team case reviews, analyzing complex and aged cases to help move them toward resolution.
• Participate in the on-call rotation for system wide issues requiring escalation after hours and/or to provide support for remote geographies.
• Other duties as assigned.

• 1+ years of NetDocuments technical support experience.
• 2+ years of software troubleshooting experience in a professional setting.
• Experience working in a variety of Windows system environments from small scale firms running Windows 10/11 Desktop to large scale enterprise networks running Microsoft, Apple, and other platforms.
• Bachelor's degree in computer science, Business Administration, Communication or a relatable field or equivalent experience on the job in a SaaS support position
• Mac and common mobile OS fluency is preferred
• Knowledge of database structure or query language is preferred

• 90% healthcare premiums company covered
• HSA company contribution
• 401K match at 4% with immediate vesting
• Flexible PTO (typically 3 to 4 weeks a year)
• 10 paid holidays
• Monthly contributions for wellness
• Access to LinkedIn Learning with monthly dedicated time to explore

Location: Texas, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This role is based in Texas, USA

Position Summary

As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.

The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.

The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.

Essential Functions / Key Areas of Responsibility

• Answer customers' questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
• Advice customers, work to diagnose customer issues with Thales Crypto products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
• Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
• Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.
• Reproduce previously unknown issues (if need be) and interface with the Product Champion providing the customer setup and steps to reproduce the issues.
• Identify and document issues consistently and clearly using group tools.
• Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.

• Bachelor's degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
• Good understanding of

• Active Directory and LDAP-based directories.
• Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
• Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.
• Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint
• Knowledge of virtual environments (VMWare or equivalent)
• Databases (MSSQL, Oracle or MySQL)
• Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall
• MS Windows Server and Linux
• Hands-on experience with MongoDB and other databases such as MySQL, Oracle, and MS SQL; solid command of SQL.
• Scripting and automation experience using bash, Python, or similar. Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.

• 5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.

• Master's degree in Engineering, Computer Science and or another relevant field of study.
• Database skills (Oracle and MS SQL Server).
• Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage