Technical Product Support Specialist

Black Box
United States
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsEducation: associatesSkills: ["Communication","Problem-solving","Critical thinking","Time management","Collaboration"]

Support analyst role providing first-level technical product support to external and internal customers, triaging incidents, coordinating with Engineering and Sales, and delivering presale and post-sale guidance across multiple product lines. You’ll use backend systems to investigate issues, escalate appropriately, and ensure timely resolutions while collaborating with cross-functional teams in a fast-paced environment.

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Black Box
Black Box
7 months ago

Technical Product Support Specialist

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Last checked: 10 hours agoStatus: Live

Job Summary

Support analyst role providing first-level technical product support to external and internal customers, triaging incidents, coordinating with Engineering and Sales, and delivering presale and post-sale guidance across multiple product lines. You’ll use backend systems to investigate issues, escalate appropriately, and ensure timely resolutions while collaborating with cross-functional teams in a fast-paced environment.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Prioritize, classify, and escalate incidents according to standard operating procedures.
  • •Provide first-level support for external and internal customers via chat, phone, and ticketing system.
  • •Collaborate with team members to maintain workflows, escalate, and resolve customer service requests.
  • •Interact with management, internal departments, and business partners to coordinate initiatives and provide resolutions.
  • •Train on new products to provide high-level support.

Key Requirements

  • •2+ years of technical support experience with call center exposure.
  • •Product support experience in copper cabling, fiber cabling, KVM switches, video multimedia, datacom/networking, or cabinet rack enclosures.
  • •Knowledge of video switching and routing, basic network understanding for AV over IP systems.
  • •Associate's degree or equivalent education.
  • •Excellent communication skills, both verbal and written, in English and Spanish.
Experience:2+ yearsAVDatacomNetworking
Education:Associate's
Skills:CommunicationProblem-solvingCritical thinkingTime managementCollaboration
Languages:EnglishSpanish
Tech Stack:Copper CablingFiber CablingKVM SwitchesVideo MultimediaDatacom/NetworkingCabinet Rack EnclosuresAV over IP

Company Brief

Black Box
Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.
Industry: Professional Services
Headquarters: Pittsburgh, United States
Founded: 1976
Website