Product Support Specialist

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Headquartered in Birmingham, Alabama, Moultrie (  ) is the leader in game feeders and cellular camera innovation, building products used by hunters, property owners, and others for real-time remote monitoring.

We take pride in developing deep user understanding, obsessing about the details, and going the extra mile to show our users we love them. Moultrie is customer-driven – hardware, software, marketing, and customer success teams collaborate to deliver a quality user experience.

We are guided by the following principles: Customer Obsession.;
Excellence is the Standard.;
Bias for Action.;
Act Boldly.;
Deliver Results.;
Hire and Develop the Best.;
Be Curious and Learn.;
Win as a Team

Moultrie is seeking a detail-oriented, technically capable Product Support Specialist to serve as a key liaison between our Customer Success and Engineering teams.

This position focuses on coordinating technical support escalations, managing communication, and ensuring customer-reported device issues are accurately documented, tracked, and addressed. The ideal candidate brings 2–4 years of technical support experience, preferably supporting connected devices or hardware/software products. While this is not an engineering role, candidates should be comfortable interpreting device logs, understanding common hardware and firmware issues, and communicating technical information to both technical and nontechnical audiences.

This individual will play an important role in keeping CS informed, ensuring technical issues reach the appropriate teams, and helping improve the overall customer support experience.

Technical Support & Issue Coordination

• Serve as a primary point of contact for Customer Success teams reporting technical issues involving Moultrie's connected devices.
• Review customer-reported issues, device logs, and available diagnostic information to help identify potential problems and determine appropriate next steps.
• Provide initial troubleshooting guidance for common hardware, firmware, connectivity, and device performance issues.
• Identify when additional engineering support is needed and coordinate escalations to the appropriate technical teams.
• Track reported issues through resolution, ensuring clear ownership, timely follow-up, and consistent communication.
• Act as the primary liaison between Customer Success and Engineering regarding product-related technical issues.
• Maintain visibility into open bugs, known product issues, ongoing investigations, and upcoming fixes.
• Connect newly reported issues with existing engineering work and elevate previously unidentified problems for further investigation.
• Communicate technical findings, workarounds, and resolution updates to Customer Service in a clear, actionable manner.
• Monitor and track engineering work items in Azure Dev Ops to ensure appropriate follow-up and issue visibility.

Documentation & Process Improvement

• Develop and maintain troubleshooting guides, technical documentation, and internal knowledge resources for Customer Success teams.
• Translate engineering findings into practical troubleshooting steps that support agents can use during customer interactions.
• Keep documentation current as new devices, firmware releases, product updates, and issue resolutions become available.
• Identify recurring issues and opportunities to improve communication, escalation processes, and support efficiency.
• Continuously expand product knowledge to improve first-level troubleshooting and reduce unnecessary escalations.

• 2–4 years of experience in technical support, product support, or a similar customer-facing technical support environment.
• Experience supporting connected devices, consumer…