Product Support Specialist

Job Summary

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.

Job Responsibilities

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.

Cross-Functional Communication & Escalation Management

• 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 escalate 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 DevOps 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.

Job Requirements

• 2–4 years of experience in technical support, product support, or a similar customer-facing technical support environment.
• Experience supporting connected devices, consumer electronics, IoT products, or hardware/software-based technology.
• Working knowledge of hardware, firmware, device connectivity, and common technical troubleshooting processes.
• Ability to review and interpret device logs, diagnostic information, and system data to support issue investigation and escalation.
• Experience managing technical support tickets, coordinating escalations, and tracking issues through resolution.
• Strong written and verbal communication skills, with the ability to translate technical information into clear, understandable updates.
• Excellent organizational skills, attention to detail, and the ability to manage multiple issues and competing priorities.
• Ability to work collaboratively with Customer Service, Engineering, and other cross-functional teams.

Education

• Associate's or bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering Technology, or a related field preferred.
• 2-4 years of equivalent professional experience in technical support, connected devices, or hardware/software troubleshooting will also be considered.

Preferred Qualifications

• Experience supporting cellular trail cameras, wireless-connected devices, or similar consumer electronics.
• Familiarity with Microsoft Teams, Azure DevOps, Snowflake, or comparable tools.
• Experience working directly with engineering teams to coordinate product issues, bug tracking, and technical escalations.
• Familiarity with firmware updates, device diagnostics, and connectivity troubleshooting.
• Experience creating or maintaining technical documentation, troubleshooting guides, or internal knowledge-based resources.

Essential Job Function