Product Support Engineer

Reports to:  VP of Customer Success

Department: Operations

Location: Redmond, WA

FLSA Status: Non-Exempt

Employment Type: Full-Time

Compensation: Hourly, amount TBD depending on experience

Schedule: 8:30am - 5:00pm

Overtime Eligibility: This position is eligible for overtime pay in accordance with the Fair Labor Standards Act (FLSA) and Washington State labor laws. Overtime is paid at 1.5 times the regular hourly rate for hours worked over 40 in a workweek.

SUMMARY

The Product Support Engineer delivers exceptional technical support to customers, connecting directly in American Sign Language (ASL) to understand and resolve issues with clarity, empathy, and precision. This role is key in ensuring a seamless customer experience across Microsoft products by diagnosing complex issues, leveraging advanced tools, and collaborating across teams to drive timely, high-quality resolutions. As a bridge between customers and internal engineering teams, the Product Support Engineer also contributes to product improvements and knowledge sharing to strengthen support excellence.

ESSENTIAL FUNCTIONS

• Response and Resolution
• Reviews and analyzes customer issues, connecting in sign language to ensure full understanding of the problem.
• Provides timely updates to customers, ensuring they remain informed on progress and resolution status.
• Utilizes troubleshooting tools such as event logs, performance traces, and proprietary systems to identify root causes and deliver solutions.
• Supports deaf and hard-of-hearing customers directly in ASL, ensuring inclusive, accessible service.
• Resolves or escalates multiple, varied, and moderately complex technical issues while documenting research and resolution details.
• Collaborates with cross-functional and cross-product teams to resolve issues efficiently and share insights.
• Product and Process Improvement
• Provides product feedback and identifies potential defects, escalating issues to senior engineers or technical advisors as appropriate.
• Participates in case triage discussions to share insights, exchange ideas, and continuously improve resolution processes.
• Uses automation and established business processes to streamline issue resolution and enhance efficiency.
• Readiness and Development
• Attends readiness and non-technical trainings to maintain proficiency in current support topics, tools, and communication best practices.
• Contributes to ongoing learning initiatives that strengthen overall team performance and customer satisfaction.

KNOWLEDGE, SKILLS, AND ABILITIES

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Strong analytical and problem-solving skills with the ability to identify, diagnose, and resolve technical issues efficiently.
• Decision-making agility and sound judgment in resolving or escalating issues.
• Proficiency in Microsoft products including Windows, Office, Xbox, Surface, and related technologies.
• Fluency in American Sign Language (ASL) and proficiency in written English.
• Demonstrated troubleshooting and information analysis capabilities.
• Strong communication and customer service skills, with the ability to convey technical concepts clearly to varied audiences.
• Commitment to compliance, quality assurance, and process improvement.
• Creativity and curiosity to identify opportunities for product and service enhancement.
  

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field; or equivalent combination of education and relevant experience.
• 2-4 years of experience in a technical support, product support, or customer service engineering role (preferably in a software or hardware environment).
• Experience working with Microsoft products such as Windows, Office, Xbox, or Surface.
• Proven ability to support customers using American Sign Language (ASL)
• Experience using CRM or ticketing systems (e.g., Dynamics, ServiceNow, or similar) to track, document, and resolve cases.
  

WORK ENVIRONMENT

This position requires commuting daily to an office in Redmond, WA. There is a potential for hybrid (3 days in office and 2 days in a secure telework environment). In all locations, this role requires strong collaboration with internal teams and external stakeholders. The position involves extensive virtual communication (phone, videophone, text, or video conferencing).