Product Support Agent

TEKsystems • Austin, TX

6d • $38 - $40 • Onsite

About The Position

The Product Support Agent supports newly launched products during their first months in market. The role handles live customer issues, identifies emerging trends, develops support processes, and partners directly with Product and Engineering teams. This is an evolving, non-scripted support environment where processes are still being developed. Assignments typically last 2 to 3 months before the work transitions to a permanent support team and the agent moves to another product launch.

Requirements

• At least 2 years of customer or technical support experience.
• Tier 1 and Tier 2 support experience across multiple products, teams, or workflows.
• Experience working in environments without established processes or playbooks.
• Strong written communication and documentation skills.
• Ability to create clear runbooks and support documentation for other teams.
• Experience configuring ticketing systems, routing rules, queues, or knowledge bases, or demonstrated ability to learn support tools quickly.
• Ability to recognize patterns across customer issues and escalate findings appropriately.
• Comfort partnering directly with Product and Engineering teams.
• Comfort working with changing priorities, incomplete information, and evolving products.

Responsibilities

• Provide Tier 1 and Tier 2 customer support across varying levels of complexity.
• Investigate customer issues and identify emerging contact drivers or product trends.
• Escalate product issues and recurring problems directly to Product and Engineering teams.
• Configure support queues, ticket routing, tagging, and issue categorization.
• Create knowledge base articles, internal documentation, runbooks, and escalation procedures.
• Perform content, account, or integrity reviews for policy compliance when required.
• Build processes that allow permanent support teams to successfully take ownership of launched products.
• Transition between product launches based on business needs.
• Address support contacts within 5 business days of intake.

Benefits

• Medical, dental, and vision coverage
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan, with pre-tax and Roth post-tax contributions available
• Voluntary Life and AD&D insurance for the employee and dependents
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Education Level: No Education Listed