Senior Product Support Engineer
Job Description
We are seeking a highly skilled and motivated Senior Product Support Engineer with advanced expertise in Altium solutions, PCB design workflows, and enterprise engineering environments. This role serves as a senior technical leader within Customer Support, providing expert support for complex customer-reported issues involving Altium Designer, Altium 365, Enterprise Server technologies, library and data management, and integrations with PLM and other enterprise systems.
The successful candidate will investigate and resolve challenging technical issues that occur within customer environments, perform deep root cause analysis across multiple technologies, collaborate closely with R&D; and cross-functional teams, and mentor fellow support engineers. Success in this role requires deep hands-on experience with PCB design, electronic product development workflows, and Altium products. Working knowledge of enterprise systems, PLM integrations, authentication technologies, and related infrastructure is also highly valued.
This position is focused on supporting and troubleshooting Altium products within complex customer ecosystems rather than providing consulting services or designing customer enterprise architectures. The ability to understand how our products interact with PLM, enterprise data management platforms, identity management systems, and other connected technologies is critical to effectively diagnosing and resolving customer issues.
Key Responsibilities include but not limited to:
• Take ownership and support a prioritized customer base and accounts defined by management
• Serve as an escalation resource and document technical findings for broader consumption across Product Support Engineering and other stakeholders.
• Support the entire customer base through a variety of channels, with a focus on FAQs, Knowledge Base articles, Online Help, and Community Forum participation.
• Document all customer issues, case activities, and escalations in accordance with support processes.
• Drive root cause analysis efforts for high-impact customer escalations and coordinate with R&D;, Product Management, and Engineering teams.
• Create technical content such as online help, user guides, video tutorials, knowledge base articles, quick start guides, and similar materials.
• Provide live coaching and assistance to team members.
• Act as a senior technical escalation resource, independently driving resolution of highly complex customer issues and providing technical leadership across multiple product and workflow domains.
• Test pre-release products and features while helping prepare technical teams for upcoming releases.
• Maintain a high level of knowledge and professionalism
Requirements
Function: Customer Service
Experience Level: Associate