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Technical Product Support Jobs (NOW HIRING)

ASM

Engineer, Technical Product Support

Phoenix, AZ · On-site

As a Technical Product Support (TPS) Engineer at ASM , you'll be at the forefront of innovation-partnering directly with customers and engineering teams to bring cutting-edge products from ...

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Technical Product Support information

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How much do technical product support jobs pay per hour?

As of Jun 30, 2026, the average hourly pay for technical product support in the United States is $20.31, according to ZipRecruiter salary data. Most workers in this role earn between $13.46 and $27.40 per hour, depending on experience, location, and employer.

What is L1, L2, and L3 technical support?

In technical product support, L1 (Level 1) support involves basic troubleshooting and customer service, handling common issues and FAQs. L2 (Level 2) support requires more technical knowledge to resolve complex problems, often involving deeper system analysis. L3 (Level 3) support is the highest level, typically performed by engineers or developers who address advanced issues, bugs, or system design concerns.

Is AI replacing tech support?

As a Technical Product Support professional, AI tools are increasingly used to automate routine tasks and troubleshoot common issues, but they do not fully replace human support specialists. Human expertise remains essential for complex problems, personalized assistance, and customer communication. Tech support roles now often involve working alongside AI systems to improve efficiency and service quality.

What are the key skills and qualifications needed to thrive as a Technical Product Support specialist, and why are they important?

To thrive as a Technical Product Support specialist, you need a solid understanding of the specific product, troubleshooting skills, and often a background in IT or computer science. Familiarity with ticketing systems, remote support tools, CRM platforms, and sometimes certifications like CompTIA A+ or ITIL are typically required. Excellent communication, patience, and problem-solving abilities help you effectively resolve issues and build customer trust. These skills ensure timely and accurate technical assistance, leading to higher customer satisfaction and product reliability.

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

AspectTechnical Product SupportTechnical Support Specialist
Required CredentialsTypically certifications in product-specific technologies, technical degreesOften similar certifications, technical degrees, or relevant experience
Work EnvironmentCustomer-facing, often involves troubleshooting specific products or softwareCustomer or internal support, troubleshooting hardware/software issues
Employer & Industry UsageCommon in tech, manufacturing, and software companiesWidespread across IT, telecom, and tech industries

Technical Product Support and Technical Support Specialist roles share many similarities, including required certifications and work environments. However, Technical Product Support often focuses more on specific products or software, providing specialized assistance, while Technical Support Specialists may handle a broader range of technical issues across various products or systems.

How does a Technical Product Support professional typically collaborate with engineering and product teams to resolve customer issues?

Technical Product Support professionals often act as a bridge between customers and internal teams. When faced with complex issues, they document the problem in detail and communicate it to engineering or product management, sometimes participating in troubleshooting calls or meetings. Effective collaboration involves providing clear feedback, advocating for the customer's needs, and following up to ensure timely resolution. This cross-functional teamwork is essential for delivering solutions, enhancing the product, and improving the overall customer experience.

What does a product support technician do?

A product support technician provides technical assistance to customers or internal teams by troubleshooting hardware and software issues, resolving product-related problems, and guiding users through solutions. They often use diagnostic tools, document support cases, and may require knowledge of specific products, operating systems, or technical certifications. Their role ensures products function correctly and customer satisfaction is maintained.

What is Technical Product Support?

Technical Product Support refers to professionals who assist customers and clients in resolving technical issues related to a company's products or services. They provide troubleshooting guidance, answer questions about product functionality, and help ensure users have a positive experience. These specialists may offer support via phone, email, chat, or remote desktop tools. Their work is crucial for maintaining customer satisfaction and product reliability. Often, they also relay user feedback to product development teams for potential improvements.

What does technical product support do?

Technical product support involves assisting customers or users with technical issues related to a company's products or services. Support specialists troubleshoot problems, provide solutions, and may use tools like ticketing systems or remote access software to resolve issues efficiently. The role often requires good communication skills and technical knowledge of the products supported.
More about Technical Product Support jobs
What states have the most Technical Product Support jobs? States with the most job openings for Technical Product Support jobs include:
What job categories do people searching Technical Product Support jobs look for? The top searched job categories for Technical Product Support jobs are:
Technical Product Support jobs near you
Infographic showing various Technical Product Support job openings in the United States as of June 2026, with employment types broken down into 91% Full Time, 6% Part Time, and 3% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $42,236 per year, or $20.3 per hour.
Remote Technical Product Support Engineers

Remote Technical Product Support Engineers

University of Utah

Campus, IL

Full-time

Retirement

Posted 12 days ago

Key responsibilities

  • Provide Tier 1 troubleshooting support for the Utah Education Network's statewide video tele-conferencing system, infrastructure, and endpoints using various software tools and applications.

  • Initiate and track trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment, and hardware issues.

  • Assist in the testing, implementation, and support of new IVC technologies in collaboration with the Application Engineering Department.

University Of Utah rating

7.2

Company rating: 7.2 out of 10

Based on 157 frontline employees who took The Breakroom Quiz

337th of 544 rated colleges and universities

Job description

Details
Open Date 06/18/2026 Requisition Number PRN45385B Job Title Remote Technical Product Support Engineers Working Title Remote Technical Product Support Engineers Career Progression Track P00 Track Level P2 - Developing, P1 - Entry Level Pro FLSA Code Computer Employee Patient Sensitive Job Code? No Standard Hours per Week 40 Full Time or Part Time? Full Time Shift Evening Work Schedule Summary
Work schedule will be 1 pm - 9 pm, with some variability based on work load and project needs.
VP Area President Department 00336 - KUEN/Utah Education Network Location Campus City Salt Lake City, UT Type of Recruitment External Posting Pay Rate Range 39,000 - 53,000 Close Date 09/17/2026 Priority Review Date (Note - Posting may close at any time) Job Summary
Located in the state-of-the-art UETN Operations Center at the Eccles Broadcast Center on the University of Utah campus, this Service Desk position serves as the primary point of contact for technical support and customer assistance related to the Utah Education Network's Interactive Video Conferencing (UETN-IVC) system. The role provides timely troubleshooting, issue resolution, and user support for a wide range of distance learning and collaboration technologies used by educators, students, technology professionals, and partner organizations across Utah.
Remote Technical Product Support Engineers
Troubleshoot and resolve complex and/or escalated technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes, using product designs, code, or specifications. Possess in-depth knowledge of the organization's products and/or services and may include engineers who created product or service. Develop technical documents and instructions and document new fixes for lower tier technical support groups. Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. May also directly assist clients on escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving issue.
Learn more about the great benefits of working for University of Utah: benefits.utah.edu
The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.
Responsibilities
Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff.
Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education Network's statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints. Assists in general management, maintenance, and connectivity for daily statewide IVC events. Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures. Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN-IVC system. Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies. Accomplishes projects and assignments at the request of UETN management and administration. Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.
Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.
Duties:
Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the Utah Education Network's statewide video tele-conferencing system (UEN-IVC), infrastructure and endpoints.
Assists in general management, maintenance, and connectivity for daily statewide IVC events.
Initiates and tracks trouble tickets for follow up and resolution with stakeholders and peer departments regarding network, equipment and hardware issues and failures.
Provides support and assistance to statewide coordinators, facilitators, and local techs for synchronous events on the UEN-IVC system.
Provides assistance to field engineers and techs with the diagnosing, troubleshooting and resolving of video and data network related problems.
Assists the Application Engineering Department with the testing, implementation, and support of new IVC technologies.
Accomplishes projects and assignments at the request of UETN management and administration.
Provides reports and maintains technical information provided to management regarding the status and reliability of the IVC system, equipment, and hardware.
Operations Center staff members are expected to act as professional representatives of UETN to its partners, peer staff, end site users and various stakeholders throughout the state and nation.
Remote Technical Product Support Engineer, I
Troubleshoot and resolve complex and/or escalated technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes, using product designs, code, or specifications. Possess in-depth knowledge of the organization's products and/or services and may include engineers who created product or service. Develop technical documents and instructions and document new fixes for lower tier technical support groups. Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. May also directly assist clients on escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving issue. Requires basic skill set and proficiency. Conducts work assignments as directed. Closely supervised with little latitude for independent judgment.
Requires a bachelor's (or equivalency) + 2 years of directly related work experience or a master's (or equivalency) degree.
This is an Entry-Level position in the General Professional track.
Job Code: P35121
Grade: P13

Remote Technical Product Support Engineer, II
Troubleshoot and resolve complex and/or escalated technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes, using product designs, code, or specifications. Possess in-depth knowledge of the organization's products and/or services and may include engineers who created product or service. Develop technical documents and instructions and document new fixes for lower tier technical support groups. Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. May also directly assist clients on escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving issue. Requires moderate skill set and proficiency in discipline. Conducts work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment.
Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.
This is a Developing-Level position in the General Professional track.
Job Code: P35122
Grade: P16


Minimum Qualifications
EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:

Remote Technical Product Support Engineer, I: Requires a bachelor's (or equivalency) + 2 years of directly related work experience or a master's (or equivalency) degree.
Remote Technical Product Support Engineer, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.
Preferences
The ideal candidate will possess the following skill-sets and knowledge-base:
A strong understanding of current network and video teleconferencing (VTC) protocols, standards, concepts, and trends.
A capable knowledge of data network and VTC applications, software, and hardware technologies (Webex, Zoom, and theCisco acquired video technologies portfolio), as well as other vendor network and video-conferencing platforms and hardware.
An applicable understanding of Cisco Expressway and VCS registration systems.
An applicable understanding of various live streaming and recording technologies and processes.
Demonstrable ability to remotely support statewide users of aforementioned technologies in a Tier 1 capacity.
Exposure to and understanding of network video teleconferencing design and integration concepts.
At least two years or more experience of troubleshooting duties in a technology related Help Desk/Call Center environment
with the ability to implement, test, operate and troubleshoot audio and video-conferencing equipment.
Bachelor's Degree preferred.
Type Benefited Staff Special Instructions Summary Additional Information
The University is a participating employer with Utah Retirement Systems ("URS"). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.
Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at the: University of Utah NonDiscrimination page.
Online reports may be submitted at https://oeo.utah.edu

https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

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About University of Utah

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The University of Utah is the state’s flagship institution of higher education, with 18 schools and colleges, more than 100 undergraduate majors and graduate programs, and an enrollment of more than 38,000 students. It is a member of the Association of American Universities—an invitation-only, prestigious group of 71 leading research institutions. The U is advancing a new national model for higher education that delivers societal impact through education, research, health care, and community service, while making social, economic, and cultural contributions that improve lives across Utah and around the world.

Industry

Colleges, universities, and professional schools

Company size

10,000+ Employees

Headquarters location

Salt Lake City, UT, US

Year founded

1850

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