Product Support Engineer II – Technical Support and Enablement

Join a team that turns real field lessons into practical support, training, and product readiness. This onsite Product Support Engineer II role supports power tools and lifting products by owning complex customer inquiries end-to-end, validating serviceability, and helping improve how knowledge is delivered across support channels. You will also contribute to launch readiness and continuous improvement by identifying trends across cases and warranty activity and translating them into durable content and actionable insights.

What you’ll do

• Own technical inquiries and escalations through phone, email, chat, remote-assist, and case-management systems.
• Diagnose issues spanning mechanical, electrical, electromechanical, pneumatic, cordless, connected products, controls, software, and communications using structured troubleshooting and available test tools.
• Provide guidance on product selection, applications, installation, configuration, maintenance, repair, conversion, and competitive cross-over.
• Coordinate next steps when repair, replacement, return, warranty, field service, or engineering escalation is required, including proactive customer updates and clear ownership.
• Reproduce problems when necessary, document evidence, isolate likely causes, and deliver complete technical handoffs to other teams.
• Create and maintain customer-facing and internal knowledge, including articles, FAQs, troubleshooting guides, service procedures, technical bulletins, quick-reference job aids, and reusable response templates.
• Convert recurring cases and field observations into knowledge and training content to reduce repeat contacts and improve first-contact resolution.
• Write clearly in 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 hard-to-find content.
• Use approved AI and digital tools to speed up research, drafting, case summarization, and content maintenance while validating technical accuracy.
• Support training efforts by authoring technical material and serving as subject-matter expertise for sales, customer support, distributors, and service technicians.
• Develop training outlines, demonstrations, lab exercises, knowledge checks, and job aids for conversion into polished learning experiences.
• Deliver or co-deliver live, virtual, recorded, and hands-on training when product expertise is needed, including preparing products, tooling, test equipment, configurations, and troubleshooting scenarios.
• Capture learner questions and feedback, then update supporting knowledge and training content.
• Participate early in new-product and product-change work to evaluate serviceability, diagnostic needs, parts and warranty implications, and required knowledge or training.
• Validate manuals, service information, troubleshooting guidance, release notes, and support content before or immediately following launch.
• Identify trends across cases, warranty activity, training feedback, and field observations, and communicate insights to Product Management, Engineering, Quality, and Warranty.
• Initiate or support CAPA and other formal quality escalations when cross-functional investigation is required.
• Contribute to support analytics, backlog reduction, process improvement, and automation efforts to improve scalability.

What you’ll bring

• 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.
• Ability to troubleshoot complex mechanical and electromechanical systems and 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 case, knowledge, quality, or document-management systems.
• 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 support, knowledge, learning, warranty, quality, and analytics platforms used by the business.

Tools you’ll work with

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

Compensation and benefits

• Salary: USD 65,000 - 85,000 per year
• 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

Location and travel

• Hampton, NJ (onsite)
• Travel up to 15%, primarily for customer or distributor support, application assessment, launch support, and training.
• Onsite based with some hybrid flexibility, including regular on-site work for products, labs, content capture, and training.