Software Product Support Engineer

Diversified Services Network, Inc. (DSN) is seeking a full-time Software Product Support Engineer to join our team in Peoria, IL. We offer full benefits, PTO, 401k, and more! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

Position Overview

The Software Product Support Engineer serves as the bridge between product development and the customers and field staff who use the product day to day. This role coordinates with engineering teams to track and resolve design, reliability, and maintenance issues, while gathering and consolidating field feedback to help guide ongoing product improvements. The ideal candidate is a strong communicator who can translate technical detail for varied audiences and manage the full lifecycle of a support or change request from intake to resolution.

Key Responsibilities

• Coordinate with product development engineers to track and communicate design, development, support, and maintenance problems and solutions.

• Identify, document, and report design, reliability, and maintenance problems and bugs.

• Gather and consolidate feedback from customers and field staff.

• Coordinate with field support specialists and customers to address and resolve problems and expand product usage.

• Answer customer and field support questions; provide guidance and support for product integration and infrastructure issues.

Team & Work Environment

• Embedded within a workgroup spanning 3 teams, collaborating with approximately 13-15 colleagues along with 3 additional cross-functional partners.