Product Support Specialist

Quadient • Irvine, CA

9d • $28 - $30 • Hybrid

About The Position

This role supports multiple product verticals and other locker-based solutions. The Product Support Specialist will troubleshoot technical issues, support internal teams and customers, monitor support dashboards, escalate complex problems, and help improve team processes through documentation, training, and proactive issue identification. This role required to be in the Irvine office one day a week as needed. The hours for this role are 6:30am – 3:30pm PST.

Requirements

• 4+ years of IT, technical support, help desk, product support, or related experience.
• Strong technical troubleshooting skills with the ability to diagnose hardware, software, network, and system issues.
• Experience working with ticketing or CRM systems; Salesforce experience is a plus.
• Experience with troubleshooting APIs
• Working knowledge of Linux-based systems.
• Working knowledge of Windows 10/Windows-based systems.
• Ability to read logs, identify patterns, and document findings clearly.
• Experience supporting connected devices, kiosks, lockers, IoT systems, or field-deployed hardware is a plus.
• Strong written and verbal communication skills.
• Ability to prioritize urgent issues while continuing to manage a regular case workload.
• Ability to work independently and learn new systems quickly.
• Comfortable working in a fast-paced environment with shifting priorities.
• Strong attention to detail and commitment to documenting work accurately.
• Ability to collaborate with peers, managers, and cross-functional teams.

Nice To Haves

• Excellent customer service mindset.
• Positive, supportive, and team-oriented attitude.
• Strong analytical and systematic troubleshooting ability.
• Comfortable serving as a point of escalation for complex technical issues.
• Familiarity with locker systems, kiosks, APIs, databases, VPN/network troubleshooting, or device management.
• Advanced knowledge of Linux preferred.
• Advanced knowledge of Windows 10 preferred.
• Exposure to AI tools and a willingness to use them to improve workflows.
• Ability to create clear documentation, training guides, and Knowledge Base articles.
• Ability to identify repeat issues and recommend process or product improvements.
• Strong ownership mentality with the ability to follow issues through to resolution.
• Comfortable working with multiple product lines and support verticals.
• Salesforce CRM experience.
• Experience supporting parcel lockers, smart lockers, kiosks, access control systems, or similar connected hardware.
• Experience with remote troubleshooting tools.
• Basic understanding of APIs, databases, logs, and network connectivity.
• Experience working with field technicians or operations teams.
• Experience creating internal training documentation or support playbooks.
• Experience mentoring or assisting Level 1 support representatives

Responsibilities

• Provide technical assistance and support for incoming cases, questions, and issues related to parcel locker systems and supporting software.
• Monitor cases and support queues to ensure urgent and high-priority issues are addressed quickly.
• Proactively take ownership of urgent, high-impact, and recurring issues.
• Serve as an escalation point for internal support teams.
• Troubleshoot locker hardware, software, kiosk, network, database, and connectivity issues.
• Support systems running on Linux and Windows environments.
• Assist with locker configuration, software updates, device troubleshooting, and issue validation.
• Work with internal teams to investigate problems involving kiosks, lockers, APIs, local databases, network/VPN connectivity, and customer access issues.
• Ask clear troubleshooting questions to determine the nature and impact of reported problems.
• Walk peers, customers, and internal teams through problem-solving steps.
• Document all incidents, troubleshooting steps, case updates, and resolutions using clear and concise language.
• Follow up with stakeholders to confirm issues are resolved.
• Monitor support dashboards and reports to identify locker malfunctions, recurring issues, and product trends.
• Identify trending issues and propose solutions, process improvements, or escalation paths.
• Contribute to and maintain the internal Knowledge Base.
• Create and update troubleshooting guides, training materials, and standard operating procedures.
• Train peers and support representatives on product troubleshooting and best practices.
• Communicate effectively with cross-functional teams, including Support, Operations, Engineering, Field Services, and Management.
• Escalate product defects, outages, or larger operational concerns with appropriate documentation and urgency.
• Use available tools, including AI-assisted tools where appropriate, to improve support efficiency, documentation, and troubleshooting workflows.
• Remain familiar with all major product verticals, including multifamily, higher education, commercial, and business development solutions.

Benefits

• Hybrid work model
• Access to global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Complimentary employee assistance program for mental health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed