Product Support Engineer

Apply Job Type Full-time Description 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). Requirements 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.