Product Support Engineer

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $93.5k - $111k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Trilon Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

🏗️ Construction

Consulting • Logistics • Construction

Trilon Group is a company that partners with North America's leading infrastructure consulting firms to deliver smart and sustainable infrastructure solutions. They focus on investing in talent, technology, and targeted mergers and acquisitions (M&A) to help these firms grow. Trilon Group brings together planning, engineering, and design firms to enhance the efficiency, affordability, and impact of delivering critical infrastructure projects. By doing so, they aim to promote opportunity, equity, sustainability, and safety within communities. Trilon supports infrastructure development by fostering strategic partnerships and providing additional capital and resources.

📋 Description

• Manage Support requests from technical customers including AEC Engineers, Project Managers, and field staff • Diagnose and differentiate bugs, user error, enhancements, and third-party issues • Work with Engineers to replicate and triage bugs with clear technical context • Route issues requiring development intervention to Product Managers, Engineers, or Product Marketing partners • Build and improve Support processes, tools, and workflows • Refine intake, triage, and escalation practices as the platform scales • Drive issues to swift resolution with high customer satisfaction • Analyze Support data to identify patterns, systemic issues, and opportunities for digital platform growth • Maintain robust data trails for issue records, including tagging, resolution type, issue status, time to resolution, and platform performance • Report on SLAs to Digital Products leadership • Partner with Product Managers to maintain continuous feedback loops • Identify recurring issues, patterns, and areas of friction • Summarize Support insights to improve experience design, platform performance, and documentation • Collaborate with Product Marketing to define expected behavior for new features and prepare Support documentation • Translate adoption questions into customer-facing Support articles • Contribute to and continuously update FAQs and other Support resources • Support Trilon’s platform as a service from MVP launch and beyond • Troubleshoot plug-ins, applications, and third-party software used in CAD, GIS, and Deltek Vantagepoint workflows • Report to the Director of Product Management, Digital Platforms

🎯 Requirements

• 3+ years of experience in product, technical or field Support for enterprise software or professional services products • Experience with on-call triage and partnership with Engineering • Strong diagnostic acumen across complex digital journeys and workflows • Excellent communication skills with technical and non-technical customers • Strong organizational and documentation skills with attention to detail • Experience setting up ticketing systems and Support integrations • Experience partnering with digital Product Managers and Engineers • Strong problem-solving skills and curiosity about root causes of issues • Ability to manage and prioritize issues effectively in a fast-paced environment • Familiarity with AI-powered tools or enterprise platforms is a plus • Experience in AEC, engineering, or project-based professional services environments is a strong advantage

🏖️ Benefits

• Pay transparency: base salary range reflects the company’s good faith estimate; final compensation considers experience, skills, qualifications, internal equity, and geographic location • Trilon is backed by Alpine Investors, a PeopleFirst Private Equity Firm