Product Support Engineer

Job description

Job Type Full-time Description: Job Summary: Itential is seeking a Product Support Engineer to join our Customer Success organization as part of the Product Support Engineering team. In this role, you will work directly with customers to troubleshoot production-impacting problems, perform deep technical analysis, and drive issues from initial triage through resolution. You’ll serve as both a technical expert and a customer advocate, partnering closely with Product, Engineering, and Customer Success teams to improve product quality and ensure a high standard of customer experience. Duties/Responsibilities: - None. - Develop deep technical expertise in the Itential Automation Platform and supporting technologies. - Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through. - Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments. - Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis). - Build and maintain test environments using virtual machines, Docker, and Kubernetes. - Act as an escalation point for high-impact or...