Job description
Job Title: Product Support Engineer
Location: [Insert Location or Remote Option]
Employment Type: [Full-time / Contract]
About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.
Together, we’re introducing Augmented AI — a seamless blend of Agentic AI and real human expertise that delivers 24⁄7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.
As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.
About the Role
We’re looking for a Product Support Engineer who has a strong understanding of remote access technologies and thrives on solving complex technical challenges. You’ll be the go-to expert for troubleshooting, resolving issues, and guiding customers through technical solutions — all while delivering a great customer experience.
What You’ll Do
Provide Tier 2 technical support for our remote access solutions via phone, email, and chat.
Troubleshoot connectivity, configuration, and software installation issues across multiple platforms.
Use diagnostic tools, logs, and your own expertise to resolve issues efficiently.
Escalate complex or unresolved cases to senior engineers when necessary.
Collaborate closely with internal teams to share insights, document solutions, and improve processes.
What You’ll Bring
3+ years in technical product support, preferably in SaaS or software environments.
Strong problem-solving and analytical skills, with meticulous attention to detail.
Ability to explain complex technical concepts in clear, simple language.
Proficiency in one or more major platforms (Windows, macOS, Linux), including command-line usage.
Working knowledge of Group Policy and/or Microsoft Intune.
Understanding of networking protocols (TCP/UDP, DNS, SSH).
Excellent written and verbal communication skills.
Experience with ticketing systems (e.g., Zendesk) and support tools.
Nice-to-Have Skills
Experience supporting applications on Raspberry Pi, Android, and iOS.
Knowledge of REST APIs or scripting languages (PowerShell, Bash, Python).
Familiarity with remote access software or VNC technology.
