Product Support Engineer

Position Summary

As a Product Support Engineer, you will become a technical expert in the Design Center component of Experlogix CPQ. You will work directly with customers, implementation consultants, developers, and product managers to diagnose, troubleshoot, and resolve complex product configuration issues.

This is not a traditional call center or customer support position. We are looking for individuals who enjoy solving challenging technical problems, analyzing business processes, and working with enterprise software.

Successful candidates have strong analytical abilities, enjoy investigating root causes, and are passionate about helping customers maximize the value of enterprise software.

• Investigate and troubleshoot complex technical issues related to Experlogix CPQ Design Center, product modeling, configuration rules, pricing logic, document generation, and business processes.
• Analyze customer configurations, models, queries, and application behavior to identify root causes and implement effective solutions.
• Replicate customer-reported issues in internal environments and document findings with detailed reproduction steps.
• Create clear, actionable bug reports and enhancement requests for Product Management, Development, and Professional Services teams.
• Utilize SQL, FetchXML, OData, and other query languages to validate data, troubleshoot issues, and perform root cause analysis.
• Interpret application logs, configuration files, and system diagnostics to isolate technical problems.
• Collaborate with Product Management, Development, Professional Services, and Technical Support teams to resolve customer issues.
• Provide technical guidance and best practices for product modeling, business rules, calculations, workflows, and integrations.
• Maintain high-quality documentation within the knowledge base for recurring issues, troubleshooting procedures, and product functionality.
• Participate in product testing and validation of software fixes and new features.
• Continuously develop expertise in Experlogix products, Microsoft Dynamics, Salesforce, and related technologies

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business Information Systems, or equivalent practical experience.
• 2+ years of experience supporting enterprise software, SaaS applications, CPQ, CRM, ERP, or business applications.
• Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.
• Experience writing SQL queries for troubleshooting and data validation.
• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills with the ability to prioritize multiple issues in a fast-paced environment.
• Self-motivated with excellent attention to detail and a passion for problem solving.

Experience with one or more of the following technologies is highly desirable

• Configure, Price, Quote (CPQ) solutions
• Microsoft Dynamics 365 (CE, F&O, Business Central)
• Salesforce
• Microsoft Dynamics AX or NAV
• Net Suite
• CRM and ERP implementations
• SQL Server
• FetchXML
• OData
• XML, JSON
• HTML, CSS, Java Script
• REST APIs and web services
• IIS and Windows Server fundamentals
• Azure Dev Ops or Jira
• Product configuration, business rules, workflows, or data modeling

Experience supporting or implementing enterprise applications in any of the following industries is highly valued:

• Manufacturing
• Distribution
• Industrial Equipment
• Engineering
• Construction
• Healthcare
• Professional Services
• Experience working with product configuration, BOMs, pricing engines, quoting processes, manufacturing workflows, or sales automation is also highly desirable.