Product Support Engineer II – Technical Support and Enablement

The Product Support Engineer II role provides technical support and enablement for power tools and lifting products. You will manage complex inquiries from first contact through resolution, convert field learnings into reusable knowledge, and support launch readiness through serviceability validation and cross-functional feedback.

Onsite Location and Schedule

Location: Hampton, NJ (onsite). The role is onsite with some hybrid flexibility, with regular on-site work for product work, labs, content capture, and training.

Key Responsibilities

• Own technical inquiries and escalations across phone, email, chat, remote-assist, and case-management channels.
• Diagnose mechanical, electrical, electromechanical, pneumatic, cordless, connected, controls, software, and communications issues using structured troubleshooting and available test tools.
• Provide guidance on product selection, application, installation, configuration, maintenance, repair, conversion, and competitive-crossover scenarios.
• Coordinate repair, replacement, return, warranty, field-service, or engineering escalation when required, including clear ownership and proactive customer updates.
• Reproduce issues, document evidence, isolate likely causes, and deliver complete technical handoffs when another team must take over.
• Create and maintain customer-facing and internal knowledge assets, including knowledge articles, FAQs, troubleshooting guides, service procedures, technical bulletins, quick-reference job aids, and reusable response templates.
• Turn recurring cases and field observations into durable content that reduces repeat contacts and improves first-contact resolution.
• Write in clear, plain language while maintaining technical accuracy, safety requirements, revision control, and appropriate review and approval.
• Help govern product knowledge in the Help Center and related repositories by identifying obsolete, duplicate, missing, or difficult-to-find information.
• Use approved AI and digital tools to accelerate research, drafting, case summarization, and content maintenance while validating technical accuracy.
• Provide technical authorship and subject-matter expertise for sales, customer-support, distributor, and service-technician training.
• Develop technical outlines, demonstrations, lab exercises, knowledge checks, job aids, and source content that instructional-design or media partners can convert into learning experiences.
• Deliver or co-deliver live, virtual, recorded, and hands-on training when product expertise is required.
• Prepare products, tooling, test equipment, configurations, and realistic troubleshooting scenarios for training and demonstrations.
• Capture learner questions and feedback, then update supporting knowledge and training content.
• Participate early in new-product and product-change activities to evaluate serviceability, support readiness, diagnostic needs, parts and warranty implications, and required knowledge or training.
• Validate manuals, service information, troubleshooting guidance, release notes, and launch support content before or immediately following launch.
• Identify trends across cases, warranty activity, training feedback, and field observations, and communicate actionable insights to Product Management, Engineering, Quality, and Warranty.
• Initiate or support CAPA and other formal quality escalations when cross-functional investigation is needed.
• Contribute to support analytics, backlog reduction, process improvement, and automation to help scale the support system.

Required Qualifications

• Bachelor’s degree in engineering, engineering technology, mechatronics, automation, industrial technology, or a related discipline, or equivalent relevant technical experience.
• 1+ years of experience in product support, field service, applications engineering, manufacturing engineering, technical training, controls, automation, or a related customer-facing technical role.
• Would consider new graduates with a strong engineering foundation through applicable internships, co-ops, or capstone projects.
• Demonstrated ability to troubleshoot complex mechanical and electromechanical systems, with the ability to learn software-connected or networked products.
• Ability to explain complex technical concepts clearly in writing, conversation, demonstrations, and structured learning materials.
• Experience documenting technical problems, resolutions, procedures, or customer guidance in a case, knowledge, quality, or document-management system.
• Ability to manage multiple issues and projects, set expectations, follow through on commitments, and communicate risks early.
• Comfort working hands-on with products, tools, test equipment, returned material, and training equipment.
• Proficiency with Microsoft 365 and willingness to learn the business’s support, knowledge, learning, warranty, quality, and analytics platforms.

Technologies

• Microsoft 365
• Power BI
• Excel
• Zendesk
• LMS platforms
• Remote-support tools
• AI

Travel Requirements

• Up to 15% travel, primarily for customer or distributor support, application assessment, launch support, and training.

Compensation

Salary Range: USD 65,000 - 85,000 per year.

Benefits

• Health care options including medical and prescription plans
• Dental and vision coverage
• Wellness programs
• Life insurance
• 401(k) plan
• Paid time off
• Employee stock grant