Product Support Engineer

Description

Trilon is building a supercharged, technology-enabled future for our people and partners. The Product Support Engineer, Digital Products plays a critical role in that mission by balancing technical triage with a people first orientation toward customers and development teams.

Supporting Trilon’s platform as a service from its zero to MVP launch and beyond, this role supports new digital product experiences that our infrastructure consulting firms rely upon to deliver client value—a competitive differentiator in market.

In addition to supporting our core platform, you will troubleshoot plug-ins, applications and third-party software for architecture, engineering and infrastructure consulting workflows including: computer aided design (CAD), geospatial suites (GIS) and enterprise resourcing planning (Deltek Vantagepoint).

As a founding member of the Digital Products team, you will manage and resolve Support requests across all partner firms, partnering with Product and Engineering to launch and improve digital experiences that delight our customers. The Product Support Engineer reports to the Director of Product Management, Digital Platforms.

This role requires strong communication skills, curiosity about root causes, and a founder’s mindset to setting up Support as a domain. You will influence best practices in trends analysis, customer resources and SLAs.

Key Responsibilities

Issue Intake and Triage

• Manage Support requests from customers in technical roles: AEC Engineers, Project Managers, and field staff
• Diagnose and differentiate Bugs, user error, enhancements or third-party issues
• Work with Engineers to replicate and triage Bugs with clear technical context
• Route issues that require development team intervention to the appropriate Product Manager, Engineer, or Product Marketing partner
• Build and improve Support processes, tools, and workflows
• Refine intake, triage, and escalation practices as the platform scales
• Drive issues to swift resolution with high customer satisfaction

Trend Analysis

• Analyze Support data to identify patterns, systemic issues and contribute to insight-driven digital platform growth
• Identify patterns and trends from user feedback and Support data
• Leave a robust data trail per issue record to guide trend analysis
• tagging, resolution type
• issue status, time to resolution
• platform performance
• Report on SLAs to Digital Products leadership

User Feedback Loops

• Partner with Product Managers to bridge continuous feedback loops
• Identify recurring issues, patterns, and areas of friction
• Summarize Support insights to highlight areas of improvement in experience design, platform performance or documentation

Support Resources

• Collaborate with Product Marketing to identify expected behavior for new features and prepare Support team documentation
• Translate adoption questions into clear, customer facing Support articles
• Contribute to FAQs as living documents that improve over time
• Continuously update Support resources based on product changes

Skills, Knowledge and Expertise

• 3+ years of experience in product, technical or field Support for enterprise software or professional services products
• Experience with on-call triage and partnership with Engineering
• Strong diagnostic acumen across complex digital journeys and workflows
• Excellent communication skills with technical and non-technical customers
• Strong organizational and documentation skills with attention to detail
• Experience setting up ticketing systems and Support integrations
• Experience partnering with digital Product Managers and Engineers
• Strong problem-solving skills and curiosity about root causes of issues
• Ability to manage and prioritize issues effectively in a fast-paced environment
• Familiarity with AI-powered tools or enterprise platforms is a plus
• Experience in AEC, engineering, or project-based professional services environments is a strong advantage

About Trilon

Trilon was formed with the vision of building the next Top 20 infrastructure consulting firm in North America by bringing together some of the nation’s best infrastructure consulting firms, focused on delivering practical and sustainable infrastructure solutions. Trilon is backed by Alpine Investors, a PeopleFirst Private Equity Firm. Trilon currently comprises 5,500+ staff across the US. For more information, visit www.trilon.com.
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