Product Support Engineer

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. Essential Functions Provide technical support for electrical installation and troubleshooting of products via phone, email, and internal systemsAct as a liaison between Engineering and Consumer Service to resolve complex product and installation issuesDiagnose electrical problems using schematics, product documentation, and Consumer feedbackGuide Consumers and service representatives through step-by-step troubleshooting and corrective actionsDocument recurring issues and partner with Engineering to recommend product or documentation improvementsReview installation challenges and escalate design-related concerns as neededAssist in developing troubleshooting guides, FAQs, and training materials for Consumer Service teamsEnsure all recommendations align with safety standards and proper electrical practices Other Responsibilities as Requested 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