Job Description

Role: Product Support Engineer

location : Halifax, NS(Remote)

Type: Contract

Note :

• . Net background, troubleshooting, data error analysis and fixes, application support for customer apps.

Job Summary:

• We are looking for a dedicated and technically skilled Product Support Engineer to provide end-user support for application and system-related issues. This role requires solid technical troubleshooting abilities, effective communication, and a customer-first mindset.
• The ideal candidate will work under limited supervision and apply discretion, judgment, and experience to resolve moderately complex issues in a timely and efficient manner.
• The Product Support Engineer will be responsible for identifying, researching, and resolving technical problems, while also documenting and tracking issues using ticketing systems.
• This role involves collaborating with cross-functional teams to ensure seamless resolution and continuous improvement in product support services.

Key Responsibilities:

• Provide technical support to end users via phone, email, and online platforms.
• Troubleshoot and resolve moderately complex application, system, or configuration issues.
• Analyze data errors and apply .NET-based fixes or workarounds where applicable.
• Track, document, and monitor support cases using appropriate tools (e.g., ticketing systems).
• Escalate unresolved issues to higher-tier engineering or development teams.
• Collaborate with development, QA, and product teams to support customer applications.
• Maintain documentation related to known issues, resolutions, and workarounds.
• Prioritize support requests based on impact and urgency, ensuring SLAs are met.
• Contribute to continuous improvement of support processes and end-user experience.

Required Qualifications and Skills:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6+ years of experience in help desk or technical support, providing Level 1 or Level 2 support to end users.
• 5+ years of experience with verbal and written communication, effectively conveying technical details to both technical and non-technical users.
• 5+ years of experience applying structured problem-solving skills to diagnose and resolve application and system issues.
• 8+ years of experience using Microsoft Office products, including Excel for data review and Outlook for communication and ticket tracking.
• 3+ years of experience supporting .NET-based applications, including error analysis, basic debugging, and user-side issue resolution.
• 2+ years of experience working in organizations that emphasize continuous improvement and consumer-focused service delivery.

Preferred Qualifications:

• 1+ year of experience working in IT systems or infrastructure support roles, with exposure to software deployment or systems administration.
• 1+ year of experience with SQL, including querying for troubleshooting and data validation.
• 1+ year of experience using ticketing systems such as ServiceNow, Jira, or Zendesk to track and manage support requests.

Soft Skills:

• Strong attention to detail and organizational skills.
• Ability to work independently under limited supervision.
• High level of discretion and prioritization in managing multiple support tasks.
• A collaborative mindset with a focus on delivering excellent customer service.

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