Product Support Technician

About the role

The Product Support Technician coordinates with System Administrators and the Product Support Manager to deliver exceptional technical support to end users of L.B. Foster’s cloud-based asset management platform. The role involves investigating, troubleshooting, and promptly resolving technical issues to meet service-level agreements (SLAs). Proactive communication and outstanding customer service are central, ensuring users feel supported and informed throughout the resolution process. The role collaborates with System Administrators, Development and QA Teams, Product Manager, and Architect to escalate and manage complex issues, maintaining a seamless, customer-focused support experience.

Responsibilities

• Execute 1st and 2nd Line/Tier technical support to diagnose and fix issues.
• Provide efficient and timely support to all users via phone, web, and in-person channels.
• Monitor systems and proactively identify potential issues impacting stability, security, and performance, taking actions to resolve or escalate as required.
• Follow escalation procedures to triage and resolve technical issues, escalating appropriately and ensuring timely resolution within SLA targets.
• Perform initial analysis and support root cause investigations for recurring or critical issues, engaging the wider team where needed for deeper technical diagnosis.
• Investigate issues within the Azure cloud environment and supporting ecosystem.
• Investigate and resolve issues relating to databases and data.
• Create and update comprehensive technical documentation such as training documents, how-to guides, FAQs, and maintenance manuals.
• Document troubleshooting steps and contribute to the internal knowledge base.
• Support patch management and security compliance across systems.
• Participate in technical meetings and support project or review discussions.
• Conduct thorough testing of all technical solutions to ensure they are robust and suitable for intended application.
• Perform all other duties as assigned.

Requirements

• Associate degree in Information Systems or bachelor’s degree in Information Systems or Business Administration preferred.
• Minimum three years in a Help Desk, Service Desk, or Deskside Support role required.
• Azure including Azure DevOps experience preferred.
• Strong computer skills, proficient in the use of Microsoft Office 365.
• Able to travel internationally.

Skills & Abilities

• General working knowledge of Azure services, IoT devices and communication protocols, SQL, principles and techniques of computer programming, logical design, process flow, testing, debugging, implementation, and documentation.
• Indispensable problem-solving, troubleshooting, and critical thinking skills.
• Proficient in time management.
• Ability to collaborate with team members and co-workers.
• Excellent written and verbal communication in interpersonal exchanges.
• Ability to manage multiple tasks simultaneously and thrive in a complex environment while balancing competing priorities.
• Motivated self-starter who can work with a diverse team.
• Willingness to learn new technologies, take on additional responsibilities, and expand their career.
• Must be able to work effectively with cross-functional groups and a geographically dispersed user base.
• May be required to work on-call weekends and holidays on a rota basis.

Competencies

• Risk management
• Conflict management
• Problem solving
• Teamwork
• Integrity & Trust
• Customer Focus
• Continuous Improvement
• Customer Service/Innovation Management
• Adaptability/Flexibility
• Accountability/Work Ethic