Product Support Technician

LB Foster

. Coordinate with System Administrators and the Product Support Manager to deliver technical support to end users of L.B.

Posted 9/24/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for cloud-based asset management platforms, with a strong focus on Azure services, troubleshooting, and effective communication. Capable of collaborating with cross-functional teams to resolve complex issues and ensure system stability and security.

Highest-signal resume keywords

Azure ServicesTechnical SupportSQLMicrosoft Office 365Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSQLAzure ServicesTroubleshootingDocumentationDebuggingImplementationTestingProcess FlowLogical Design

Soft Skills

Problem SolvingCritical ThinkingTime ManagementCollaborationCommunication

Tools & Technologies

Azure DevOpsMicrosoft Office 365Cloud-Based PlatformsIoT DevicesKnowledge Base

Certifications & Qualifications

Associate Degree in Information Systems

Industry Keywords

Help DeskService DeskDeskside SupportSLA TargetsPatch ManagementSecurity Compliance

Tech Stack

Tools & technologies

AzureCloudIoTSQL

About the role

Key responsibilities & impact

Coordinate with System Administrators and the Product Support Manager to deliver technical support to end users of L.B. Foster’s cloud-based asset management platform
Execute first- and second-line/tier technical support to diagnose and resolve issues
Provide timely support via phone, web, and in-person channels
Monitor systems and proactively identify issues affecting stability, security, and performance
Triage and resolve technical issues according to escalation procedures and SLA targets
Perform initial analysis and support root-cause investigations for recurring or critical issues
Collaborate with System Administrators, Development and QA Teams, Product Manager, and Architect on complex issues
Investigate issues in the Azure cloud environment and supporting ecosystem
Investigate and resolve database and data issues
Create and update technical documentation, 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
Participate in technical meetings and project or review discussions
Test technical solutions to ensure they are robust and suitable for their intended application
Perform other duties as assigned

Requirements

What you’ll need

Associate degree in Information Systems or related field required
Minimum three years of experience in a Help Desk, Service Desk, or Deskside Support role required
Azure including Azure DevOps experience preferred
Strong computer skills and proficiency in Microsoft Office 365
Able to travel internationally
General working knowledge of Azure services, IoT devices and communication protocols, SQL, computer programming principles and techniques, logical design, process flow, testing, debugging, implementation, and documentation
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 skills
Ability to manage multiple tasks simultaneously in a complex environment with competing priorities
Motivated self-starter able to work with a diverse team
Willingness to learn new technologies and take on additional responsibilities
Ability 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

Benefits

Comp & perks

Ability to work remotely
Full-time employment
Ability to travel internationally
Potential on-call work on weekends and holidays on a rota basis