Product Support Engineer

Brief Description

The Product Support Engineer serves as a technical liaison between Engineering and Consumer Service, specializing in troubleshooting and resolving electrical installation issues for Backyard Discovery products. This role supports internal teams and consumers by diagnosing problems, guiding installation solutions, and ensuring electrical systems function as designed. The ideal candidate has a strong electrical background and excels at translating technical information into practical, consumer‑friendly solutions.

• Provide technical support for electrical installation and troubleshooting of products via phone, email, and internal systems.
• Act as a liaison between Engineering and Consumer Service to resolve complex product and installation issues.
• Diagnose electrical problems using schematics, product documentation, and consumer feedback.
• Guide consumers and service representatives through step‑by‑step troubleshooting and corrective actions.
• Document recurring issues and partner with Engineering to recommend product or documentation improvements.
• Review installation challenges and escalate design‑related concerns as needed.
• Assist in developing troubleshooting guides, FAQs, and training materials for Consumer Service teams.
• Ensure all recommendations align with safety standards and proper electrical practices.

• Support product testing and validation related to electrical components.
• Assist with warranty claim evaluations involving electrical issues.
• Participate in cross‑functional meetings to improve product quality and consumer experience.
• Provide internal training on electrical systems and troubleshooting best practices.

• Associate’s or Bachelor’s degree in Electrical Engineering, Electrical Technology, or related field (or equivalent experience).

• 2–5+ years of experience in electrical troubleshooting, installation support, or technical service preferred, but not required.
• Equivalent hands‑on experience, technical aptitude, or demonstrated ability to learn quickly will be considered.
• Experience supporting consumers or internal teams in a technical capacity preferred.
• Background in consumer products, residential electrical systems, or similar industries is a plus.

• Strong understanding of electrical systems, wiring, and basic circuitry (key requirement).
• Comfortable working with customers and cross‑functional teams, with a team‑first mindset and willingness to support Customer Service.
• Ability to read and interpret wiring diagrams, schematics, and technical manuals.
• Experience using diagnostic tools (e.g., multimeter) and troubleshooting methodologies.
• Proficiency with Microsoft Office and case management or CRM systems.

• Working knowledge of Excel for organizing and analyzing information preferred.
• Comfort using or learning AI‑powered tools to streamline troubleshooting, documentation, or workflows.
• Strong problem‑solving and analytical thinking skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non‑technical audiences.
• Detail‑oriented with strong documentation habits.
• Collaborative mindset with cross‑functional teams.
• Ability to manage multiple issues and prioritize effectively.

Backyard Discovery is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify the role as business needs evolve.