Product Support Engineer

Job Ad

We’re seeking a Product Support Engineer to join Procore Support’s Subject Matter Expert (SME) team. In this role, you'll guide Procore employees toward technical excellence by being the most knowledgeable in your specific product area while working collaboratively to resolve customers' issues.

As a Product Support Engineer, you will provide Procore product updates and training to Customer Support and beyond. You will work across teams to ensure the customer's success by troubleshooting complex issues, identifying ongoing product trends, and surfacing impactful bug tickets.

This position reports to the Technical Advising Manager and will be remote based in Cairo, Egypt. We’re looking for someone to join us immediately.

What you’ll do:
• Maintain an in-depth understanding of existing and new company technology, products, and services
• Learn new Product updates, new platform tools, and acquired software as the platform evolves
• Contribute to the ongoing learning and success of your team by sharing knowledge through training, mentorship, collaboration, and the creation of documentation
• Inform leadership and collaborate with Enablement on new product releases, product updates, and acquisitions to proactively prepare the Support team with process changes and training
• Assist the P&T Teams by testing new features, bug fixes, and surfacing customer feedback
• Assist squads, CSRs, and Technical Coaches in answering questions on the floor and in escalation and help channels
• Provide focused training and leadership to support squads on a regular cadence to ensure technical knowledge on the floor
• Use internal tools to identify the severity of emergent product bugs/ incidents, and work collaboratively with the Support team and, Product/Engineering teams (P&T) to address them
• Maintain a close relationship with P&T, including, but not limited to, attending relevant meetings and office hours, closing the feedback loop, reporting on tools to source common client issues, and reporting those issues to the respective teams
• Collaborate with other PSEs to address cross-tool or platform-level updates, bugs, and incidents
• Manage SI JIRAs and the creation/priority of bug tickets to P&T teams promptly
• Provide talk tracks, contextual insight, workarounds, and updates to CS teams on incidents and product bugs
• Encourage, motivate, and teach reps to improve product knowledge and service quality
• Extract and present product trends regularly to Leadership and P&T Teams
• Assist customers and internal stakeholders with difficult, technical questions and client escalations

What we’re looking for:
• 5 years of Technical Support experience with a preference for at least 2 years of SaaS Technical Support experience
• BA/ BS or equivalent experience
• Ability to communicate technical concepts clearly and effectively to an audience of both technical and non-technical stakeholders
• Excellent organizational skills, as well as written and verbal communication skills
• Ability to assess and provide proactive advice or solutions
• Ability to improvise, and think creatively to find solutions to challenging problems
• Ability to effectively prioritize and escalate customer issues as required