Senior Product Support Specialist

Senior Product Support Specialist – Provides expert-level technical support and review for all Excellerate products, ensuring prompt, effective assistance to internal and external customers. Acts as a subject‑matter expert, performing technical evaluations, process improvements, and data analysis to enhance product performance.

Education & Experience: Bachelor’s degree in a related technical field with 5 years of relevant industrial/utility electrical equipment experience, or equivalent technical training with 8 years of experience. Must have experience troubleshooting electrical distribution systems and implementing communication protocols (Modbus, Ethernet, CAN, BMS, APIs), interpreting technical documentation, understanding safety hazards, and using ERP/CRM platforms such as Salesforce or Acumatica.

Travel: up to 10%.
Work Schedule: hybrid between 7AM and 5PM, Monday‑Friday, with flexibility to work at any time to meet business needs.

Applicants must be authorized to work for any employer in the United States; sponsorship not available except for TN1 Visa (Canadian).

• Receive, evaluate, and process technical support requests from customers and service personnel.
• Support development and reporting of key metrics (resolution times, workload demands, support gaps).
• Perform detailed analysis and troubleshooting of warranty claims.
• Conduct technical reviews of documents, processes, and procedures.
• Analyze failure of defective parts and components.
• Provide technical expertise to personnel servicing Excellerate products.
• Identify recurring product issues and collaborate with engineering and reliability teams to reduce failure rates or improve serviceability.
• Perform other related duties as requested by supervisors.

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled.