Product Support Engineer

Job Summary:

Itential is seeking a Product Support Engineer to join our Customer Success organization as part of the Product Support Engineering team. In this role, you will work directly with customers to troubleshoot production-impacting problems, perform deep technical analysis, and drive issues from initial triage through resolution. You’ll serve as both a technical expert and a customer advocate, partnering closely with Product, Engineering, and Customer Success teams to improve product quality and ensure a high standard of customer experience.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Develop deep technical expertise in the Itential Automation Platform and supporting technologies.
• Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through.
• Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments.
• Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis).
• Build and maintain test environments using virtual machines, Docker, and Kubernetes.
• Act as an escalation point for high-impact or production-critical issues, coordinating across internal teams.
• Partner with Engineering to document defects, provide reproducible scenarios, and track issues through resolution.
• Communicate clearly and effectively with customers via Jira Service Management, email, and meetings.
• Meet defined SLAs while maintaining a high standard of quality in issue handling and updates.
• Contribute to documentation, identify issue trends, and drive improvements in product quality and support processes.
• Participate in a rotating on-call schedule to support 24/7 customer needs, including weekends and holidays (on-call means being available, not actively working).

Required Skills/Abilities:

• 5+ years of experience in enterprise software technical support, application support, or DevOps-oriented roles, or equivalent hands-on experience troubleshooting complex systems
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Strong scripting skills (Python, Bash) for automation and troubleshooting.
• Familiarity with backend and web technologies, including Node.js and API-driven architectures.
• Experience with databases such as MongoDB and relational databases (SQL).
• Hands-on experience with Linux/Unix systems and strong command-line proficiency.
• Experience working with containerization and orchestration technologies such as Docker and Kubernetes.
• Experience supporting and debugging REST APIs and integrations using tools such as Postman and curl.
• Working knowledge of networking and security concepts (e.g., proxies, firewalls, VPNs, SSL/IPSec, SSO).
• Strong troubleshooting skills, including the ability to analyze logs and diagnose issues across distributed systems.
• Excellent written and verbal communication skills, with the ability to translate technical findings into clear customer-facing updates.
• Self-starter mindset with the ability to manage multiple priorities in a fast-paced environment.
• Comfortable working collaboratively across technical and non-technical teams.
• Familiarity with Agile development methodologies and working closely with Engineering teams.

What Success Looks Like in This Role:

• Consistently drives complex issues to resolution with minimal oversight.
• Effectively balances technical investigation with clear, proactive customer communication.
• Builds strong cross-functional relationships with Engineering, Product, and Customer Success teams.
• Contributes to reducing recurring issues through knowledge sharing and feedback into the product.
• Demonstrates strong ownership during escalations and critical incidents.