Job Description

PMG is seeking a Technical Product Support Engineer III to be a core part of the team supporting their proprietary platform, Alli. This role involves troubleshooting technical issues, optimizing support workflows, collaborating with cross-functional teams, and advocating for the user to improve the platform.

Responsibilities

• Troubleshoot technical issues and answer user questions
• Scale support workflows and optimize service desk processes
• Collaborate with product, engineering, and ops teams for issue resolution
• Build and maintain automation and self-service tools
• Monitor support volume and recommend platform improvements
• Contribute to knowledge bases with documentation and how-tos
• Support new feature rollouts with training and demos
• Leverage AI tools for faster and accurate support
• Advocate for the user and provide feedback for product roadmap

Requirements

• 3+ years of experience in technical support, product operations, or workplace technology
• Strong troubleshooting and analytical skills
• Experience with ticketing platforms like Jira or Zendesk
• Familiarity with AI tools and automation workflows
• Clear and empathetic communication skills
• Proficiency in documenting issues and resolutions
• Experience with dashboards and support metrics
• Collaborative mindset and cross-functional experience
• Self-starter attitude with strong prioritization skills

Benefits

• No benefits