Senior Product Support Engineer

ISOutsource • Spokane Valley, WA

1d • $75,000 - $90,000

About The Position

ISOutsource is at the forefront of change as a modern technology consulting firm. We strengthen our clients with technology solutions that help them boost performance, streamline processes, and excel at serving their clients. With ISOutsource, you'll join a profitable, established company with over 500 clients throughout the Western United States. You can expect a fun, energetic, fast-paced environment where you are encouraged to bring your ideas and expertise, focus on our clients, try new things, and learn from mistakes and successes. We’re looking for a Senior Product Support Engineer to play a key role in delivering and supporting the products and services we bring to our clients. This role sits at the intersection of technical execution, client support, and product operations, ensuring successful deployments, efficient troubleshooting, and continuous improvement across our service offerings.

Requirements

• Proven experience supporting and maintaining Windows operating systems, network infrastructure, and virtualization platforms
• Hands-on experience administering Microsoft 365 environments
• Experience with enterprise backup, disaster recovery, and system performance monitoring tools
• Strong troubleshooting and problem-solving skills across diverse technical environments
• A client-centric mindset with a focus on delivering high-quality service
• Excellent communication skills and the ability to work with both technical and non-technical stakeholders
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
• A proactive, solution-oriented approach with a drive to improve processes and outcomes
• A growth mindset and willingness to mentor and support others
• Bachelor’s degree (BA.) or equivalent from four-year college or university; or five+ years related experience and/or training; or equivalent combination of education and experience.
• Strong understanding of core IT technologies and troubleshooting methodologies
• Ability to manage deployments, implementations, and client-facing technical work

Nice To Haves

• Strong understanding of Microsoft Azure, Microsoft Intune, and Active Directory.
• Proficiency with PowerShell and other automation or scripting tools.
• Experience with documentation and training.
• Experience working with MSP environments or managed services delivery models
• Familiarity with ticketing systems and SLA-driven support environments
• Experience working directly with product vendors or third-party providers
• Exposure to onboarding/offboarding workflows and client lifecycle management

Responsibilities

• Manage the full product deployment lifecycle, including implementation, configuration, and troubleshooting across diverse client environments
• Support onboarding, offboarding, maintenance, and reactive service work following established processes and SLAs
• Serve as a key point of contact for client and internal support requests via ticketing systems, phone, and email
• Perform technical triage and diagnostics to identify and resolve issues efficiently
• Collaborate with product vendors to research issues and implement effective solutions
• Test new products, tools, and procedures to support onboarding, service delivery, and operational best practices
• Create and maintain clear technical documentation for product operations and support processes
• Provide mentorship and product-focused training to team members across varying experience levels
• Partner cross-functionally to support product delivery, improve workflows, and enhance client outcomes
• Act as a trusted advisor to both internal teams and clients on product capabilities and best practices
• Track and document all work activities, ensuring accuracy and accountability
• Perform other duties as assigned

Benefits

• Excellent total compensation package.
• A base salary range of $75k to $90k annualized.
• Competitive insurance benefits package includes health, dental, vision, life, and disability coverage.
• 401(k) & Employer match.
• Generous Paid Time Off schedule.
• Stocked snacks, sodas, coffee, and lots of treats (including healthy alternatives).
• Monthly team activities, including trivia nights, holiday parties, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees