Product Support Specialist
About The Position
Moultrie is seeking a detail-oriented, technically capable Product Support Specialist to serve as a key liaison between its Customer Success and Engineering teams. The role coordinates technical support escalations, manages communication, and ensures customer-reported device issues are accurately documented, tracked, and addressed. It requires technical support experience, preferably with connected devices or hardware/software products. This is not an engineering role, but the specialist should be comfortable interpreting device logs, understanding common hardware and firmware issues, and communicating technical information to technical and nontechnical audiences. The specialist keeps Customer Success informed, routes technical issues to appropriate teams, and contributes to improving the overall customer support experience. The role includes reviewing diagnostic information, providing initial troubleshooting guidance, tracking issues through resolution, monitoring engineering work items, and developing practical documentation for support teams.
Requirements
- 2–4 years of experience in technical support, product support, or a similar customer-facing technical support environment.
- Experience supporting connected devices, consumer electronics, IoT products, or hardware/software-based technology.
- Working knowledge of hardware, firmware, device connectivity, and common technical troubleshooting processes.
- Ability to review and interpret device logs, diagnostic information, and system data to support issue investigation and escalation.
- Experience managing technical support tickets, coordinating escalations, and tracking issues through resolution.
- Strong written and verbal communication skills, including the ability to translate technical information into clear, understandable updates.
- Excellent organizational skills, attention to detail, and ability to manage multiple issues and competing priorities.
- Ability to work collaboratively with Customer Service, Engineering, and other cross-functional teams.
- An associate's or bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering Technology, or a related field is preferred; 2–4 years of equivalent professional experience in technical support, connected devices, or hardware/software troubleshooting will also be considered.
Nice To Haves
- Experience supporting cellular trail cameras, wireless-connected devices, or similar consumer electronics.
- Familiarity with Microsoft Teams, Azure DevOps, Snowflake, or comparable tools.
- Experience working directly with engineering teams to coordinate product issues, bug tracking, and technical escalations.
- Familiarity with firmware updates, device diagnostics, and connectivity troubleshooting.
- Experience creating or maintaining technical documentation, troubleshooting guides, or internal knowledge-based resources.
Responsibilities
- Serve as a primary point of contact for Customer Success teams reporting technical issues involving Moultrie's connected devices.
- Review customer-reported issues, device logs, and available diagnostic information to help identify potential problems and determine appropriate next steps.
- Provide initial troubleshooting guidance for common hardware, firmware, connectivity, and device performance issues.
- Identify when additional engineering support is needed and coordinate escalations to the appropriate technical teams.
- Track reported issues through resolution, ensuring clear ownership, timely follow-up, and consistent communication.
- Act as the primary liaison between Customer Success and Engineering regarding product-related technical issues.
- Maintain visibility into open bugs, known product issues, ongoing investigations, and upcoming fixes.
- Connect newly reported issues with existing engineering work and escalate previously unidentified problems for further investigation.
- Communicate technical findings, workarounds, and resolution updates to Customer Service in a clear, actionable manner.
- Monitor and track engineering work items in Azure DevOps to ensure appropriate follow-up and issue visibility.
- Develop and maintain troubleshooting guides, technical documentation, and internal knowledge resources for Customer Success teams.
- Translate engineering findings into practical troubleshooting steps that support agents can use during customer interactions.
- Keep documentation current as new devices, firmware releases, product updates, and issue resolutions become available.
- Identify recurring issues and opportunities to improve communication, escalation processes, and support efficiency.
- Continuously expand product knowledge to improve first-level troubleshooting and reduce unnecessary escalations.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
