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Product Support Engineer Jobs in New York (NOW HIRING)

Cooley LLP

Product Support Engineer

New York, NY · On-site

Product Support Engineer Cooley is seeking a Product Support Engineer to join the Product team, which is part of the larger Innovation group at the firm. About Cooley: Cooley is a global law firm ...

TAD PGS, Inc.

Product Support Engineer

Wall, NJ

$45 - $50/hr

As a Product Support Engineer (PSE), you are the pivot between the technical problems of customers (airlines, aircraft manufacturers) and the design office. You are responsible for customer ...

TAD PGS, Inc

Product Support Engineer

Wall, NJ · On-site

$45 - $50/hr

As a Product Support Engineer (PSE), you are the pivot between the technical problems of customers (airlines, aircraft manufacturers) and the design office. You are responsible for customer ...

KX Inc.

KDB Product Support Engineer

New York, NY · Hybrid

$100K - $130K/yr

Overview of the Role KX is hiring a KDB+ Product Support Engineer for our New York team.You will provide advanced technical support for missioncritical, lowlatency systems used by Tier1 financial ...

FD Technologies

KDB Product Support Engineer

Manhattan, NY · On-site

$100K - $130K/yr

Overview of the Role KX is hiring a KDB+ Product Support Engineer for our New York team.You will provide advanced technical support for mission-critical, low-latency systems used by Tier-1 financial ...

IsoTech Staffing

Production Support Engineer

Old Greenwich, CT · On-site

$44.50 - $58/hr

IsoTech Staffing is seeking a Production Support Engineer for their Hedge Fund client to support ... product knowledge (2+ years) • Experience with version control systems (GIT) • Good team player ...

Tradeweb Markets

AI Production Support Engineer

Jersey City, NJ · On-site +1

$43.75 - $57.25/hr

The role sits at the intersection of production support, software engineering, and AI enablement, partnering closely with Development, QA, and Business teams to modernize how production issues are ...

Tradeweb Markets

AI Production Support Engineer

Jersey City, NJ · On-site +1

$43.75 - $57.25/hr

The role sits at the intersection of production support, software engineering, and AI enablement, partnering closely with Development, QA, and Business teams to modernize how production issues are ...

Northern Base

Level 3 Support Engineer

Jersey City, NJ · On-site

Financial Services Market Data Platform Support Production Support & Level 3 Engineering RTDS / RTMDS Components (ADH, ADS, DACS, ATS) Red Hat Enterprise Linux (RHEL) Administration Advanced Shell ...

Innova Solutions, Inc

L2 Support Engineer

Manhattan, NY · On-site

$50 - $55/hr

We are seeking an experienced (6-9Years ) L2 Support Engineer to provide application and production support for enterprise systems. The role involves troubleshooting complex issues, incident and ...

Barclays

Production Support Engineer - BA4

Whippany, NJ · On-site

$42.25 - $55/hr

Embark on a transformative journey as a Production Support Engineer - BA4. At Barclays, our vision is clear -to redefine the future of banking and help craft innovative solutions. Our mission is to ...

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Product Support Engineer information

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How much do product support engineer jobs pay per hour?

As of Sep 2, 2026, the average hourly pay for product support engineer in New York is $43.62, according to ZipRecruiter salary data. Most workers in this role earn between $32.36 and $51.01 per hour, depending on experience, location, and employer.

What is a product support engineer?

A Product Support Engineer is a technical professional who assists customers and internal teams with troubleshooting, resolving, and preventing issues related to a company's products. They act as a bridge between the development team and end users, providing technical support, diagnosing problems, and sometimes assisting in product upgrades or installations. Their goal is to ensure customer satisfaction by addressing concerns quickly and accurately, and they often contribute to documentation and process improvements. Product Support Engineers typically have strong problem-solving skills and a deep understanding of the products they support.

What are the key skills and qualifications needed to thrive as a product support engineer?

To thrive as a Product Support Engineer, you need a solid background in troubleshooting, technical analysis, and a relevant engineering or computer science degree. Familiarity with CRM systems, ticketing platforms, and diagnostic tools is typically required, along with certifications like ITIL or CompTIA A+. Strong communication, problem-solving, and customer service skills help you effectively resolve complex issues and build customer trust. These abilities are essential for minimizing downtime, ensuring customer satisfaction, and supporting continuous product improvement.

What are some common challenges product support engineers face when resolving complex customer issues?

Product Support Engineers often encounter challenges such as diagnosing multifaceted technical problems that may involve hardware, software, or network components. They must quickly analyze logs, replicate issues, and collaborate with cross-functional teams like development or QA to find solutions. Balancing multiple cases at once while ensuring timely, clear communication with customers is also a key part of the role. Staying current with product updates and new features is essential to effectively assist users and prevent recurring issues.

What is the difference between Product Support Engineer vs Technical Support Specialist?

AspectProduct Support EngineerTechnical Support Specialist
Required CredentialsBachelor's in Engineering, Computer Science, or related field; technical certificationsAssociate's or Bachelor's degree; technical certifications often preferred
Work EnvironmentCollaborates with engineering and product teams; customer-facingPrimarily customer-facing; may work in call centers or help desks
Employer & Industry UsageTech companies, SaaS providers, hardware manufacturersIT service providers, software companies, hardware vendors

The Product Support Engineer typically has a more technical role, working closely with product development teams to resolve complex issues, while the Technical Support Specialist focuses on troubleshooting and resolving customer issues, often with less technical depth. Both roles require strong communication skills and technical knowledge, but the Product Support Engineer usually handles more advanced technical problems and collaborates on product improvements.

How much do product support engineers make in the US?

Product Support Engineers in the US typically earn between $60,000 and $90,000 annually, depending on experience, location, and industry. Entry-level roles may start around $50,000, while experienced professionals with specialized skills can earn over $100,000. Certifications and proficiency with tools like ticketing systems can influence salary levels.

Is product support engineer a stressful job?

A product support engineer's role can be stressful due to the need to quickly resolve technical issues, often under tight deadlines and with high customer expectations. The job requires strong problem-solving skills, communication, and sometimes working outside regular hours to ensure customer satisfaction and system uptime.

What are popular job titles related to Product Support Engineer jobs in New York?

For Product Support Engineer jobs in New York, the most frequently searched job titles are:

What job categories do people searching Product Support Engineer jobs in New York look for?

The top searched job categories for Product Support Engineer jobs in New York are:

Product Support Engineer jobs near you
Infographic showing various Product Support Engineer job openings in New York as of August 2026, with employment types broken down into 67% Full Time, and 33% Contract. Highlights an 67% In-person, and 33% Hybrid job distribution, with an average salary of $90,729 per year, or $43.6 per hour.

Product Support Engineer

Cooley LLP

New York, NY • On-site

Full-time

Medical, Dental, Vision, Life, PTO

Re-posted 20 days ago

Job description

Product Support Engineer
Cooley is seeking a Product Support Engineer to join the Product team, which is part of the larger Innovation group at the firm.
About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do.
Hybrid Schedule: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.
Position summary: As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley's application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time. Specific duties and responsibilities include, but are not limited to, the following:
Position responsibilities:
Advanced Support & Escalation
  • Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
  • Perform structured triage, including replication, root-cause hypothesis, impact assessment, and recommended next step
  • Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
  • For issues requiring engineering intervention, create high-quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
  • Partner with engineering to validate fixes and support release readiness

Cross-Functional Collaboration
  • Act as connective tissue between support, product, engineering, and training
  • Communicate trends, recurring defects, and product gaps to product managers
  • Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)

Quality, Stability & Readiness
  • Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
  • Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
  • Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager
  • All other duties as assigned or required

Skills and experience:
Required:
  • After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
  • Ability to work extended and/or weekend hours, as required
  • Ability to travel, as required
  • 4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.
  • Experience supporting SaaS, enterprise web applications, or custom internal tools
  • Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
  • Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
  • Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
  • Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)

Preferred:
  • Bachelor's degree
  • Experience in Agile/Scrum environments
  • Familiarity with cloud platforms (Azure preferred)
  • Experience writing or maintaining internal troubleshooting documentation
  • Background in QA, systems analysis, or light development
  • Familiarity with user research methods, experiment design, and A/B testing
  • Experience collaborating closely with product teams to launch new features or products
  • Technical curiosity and ability to dive into application behavior, data structures, and systems
  • Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys

Competencies:
  • Excellent communication skills-able to translate technical concepts for nontechnical audiences
  • Comfortable with technology and a willingness to learn more
  • Highly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlines
  • Excellent communication skills with all levels of internal and external stakeholders
  • Eager to create solutions in addition to identifying problems
  • Takes initiative and drives things forward independently
  • Deep care for user needs and experience
  • Comfortable exploring data to guide recommendations
  • Works effectively across teams to achieve shared outcomes
  • Comfortable taking responsibility for outcomes and follow-through
  • Entrepreneurial by nature
  • Excellent attention to detail
  • Exceptional interpersonal and communication skills with ability to facilitate and solve problems
  • Ability to organize, prioritize and coordinate multiple activities often under tight timelines
  • Ability to drive projects to completion and achieve goals
  • Strong judgment
  • Team-player with collaborative spirit
  • Unwavering ability to handle and maintain confidentiality regarding firm information, projects,
  • client data
  • High level of professionalism at all times
  • Proactive, analytical mindset
  • Effective presentation skills

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.
The expected annual pay range for this position with a full-time schedule is $120,000 - $175,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.
We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.

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