Product Support Engineer

Trilon Group

. Manage Support requests from technical customers including AEC Engineers, Project Managers, and field staff .

Posted 10/13/2026full-timeRemote • United StatesMid-LevelSenior💰 $93,500 - $111,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing technical support requests, diagnosing issues, and collaborating with product teams to enhance customer satisfaction and platform performance. Proficient in analyzing support data and refining processes to drive operational efficiency in enterprise software environments.

Highest-signal resume keywords

Technical Support ManagementDiagnostic AcumenTicketing Systems SetupCollaboration with Product ManagersProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Issue DiagnosisTriage PracticesData AnalysisDocumentation SkillsSupport Process Improvement

Soft Skills

Excellent CommunicationOrganizational SkillsAttention to DetailCuriosity about Root CausesAbility to Prioritize

Tools & Technologies

AI-Powered ToolsEnterprise PlatformsCAD SoftwareGIS SoftwareDeltek Vantagepoint

Industry Keywords

AECEngineeringProject-Based Professional ServicesEnterprise SoftwareSupport Integrations

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Manage Support requests from technical customers including AEC Engineers, Project Managers, and field staff
Diagnose and differentiate bugs, user error, enhancements, and third-party issues
Work with Engineers to replicate and triage bugs with clear technical context
Route issues requiring development intervention to Product Managers, Engineers, or Product Marketing partners
Build and improve Support processes, tools, and workflows
Refine intake, triage, and escalation practices as the platform scales
Drive issues to swift resolution with high customer satisfaction
Analyze Support data to identify patterns, systemic issues, and opportunities for digital platform growth
Maintain robust data trails for issue records, including tagging, resolution type, issue status, time to resolution, and platform performance
Report on SLAs to Digital Products leadership
Partner with Product Managers to maintain continuous feedback loops
Identify recurring issues, patterns, and areas of friction
Summarize Support insights to improve experience design, platform performance, and documentation
Collaborate with Product Marketing to define expected behavior for new features and prepare Support documentation
Translate adoption questions into customer-facing Support articles
Contribute to and continuously update FAQs and other Support resources
Support Trilon’s platform as a service from MVP launch and beyond
Troubleshoot plug-ins, applications, and third-party software used in CAD, GIS, and Deltek Vantagepoint workflows
Report to the Director of Product Management, Digital Platforms

Requirements

What you’ll need

3+ years of experience in product, technical or field Support for enterprise software or professional services products
Experience with on-call triage and partnership with Engineering
Strong diagnostic acumen across complex digital journeys and workflows
Excellent communication skills with technical and non-technical customers
Strong organizational and documentation skills with attention to detail
Experience setting up ticketing systems and Support integrations
Experience partnering with digital Product Managers and Engineers
Strong problem-solving skills and curiosity about root causes of issues
Ability to manage and prioritize issues effectively in a fast-paced environment
Familiarity with AI-powered tools or enterprise platforms is a plus
Experience in AEC, engineering, or project-based professional services environments is a strong advantage

Benefits

Comp & perks

Pay transparency: base salary range reflects the company’s good faith estimate; final compensation considers experience, skills, qualifications, internal equity, and geographic location
Trilon is backed by Alpine Investors, a PeopleFirst Private Equity Firm