Top 15918 Product support Jobs in Wakefield, Ma

Product Support Engineer
ROI Solutions —Medford, MA
- $95,000 - $110,000 a year
- Full-time
- Remote
- Organizational skills
- Senior level
- Communication skills
CMM Programmer
Orion Castings —N Billerica, MA
- $36 - $44 an hour
- Full-time
- English
- Mid-level
- 3 years
- Paid training
- Paid holidays
3d
Licensed Electrician
Forge —Auburndale, MA
- $35 - $50 an hour
- Full-time
- Background check
- Management
- Pass drug screening
- Paid holidays
- Health insurance
13d
Unity Full Stack Developer
Autonodyne LLC —Boston, MA
- $90,000 - $130,000 a year
- Full-time
- Hybrid work
- Computer Science
- Mid-level
- Office
- Health savings account
- Relocation assistance
Quick Apply
Sr. Development Chef
The Artisan Chef Mfg Co. —Lawrence, MA
- $50.00 - $57.69 an hour
- Weekends as needed
- 8 years
- Travel
- Budgeting
- Health insurance
- Dental insurance
Quick Apply
Line Cook
Great Marsh —Essex, MA
- $22 - $28 an hour
- Full-time
- ServSafe
- Mid-level
- In-person
- Health insurance
- Paid time off
Quick Apply
Licensed Massage Therapist (MA LIC REQ)
The bodhi spa —Norwood, MA
- Up to $90,000 a year
- Part-time
- Background check
- Anatomy knowledge
- Mid-level
- Wellness program
- Continuing education credits
Quick Apply
1st Shift Production Associate
Express Employment Professionals —Beverly, MA
- $17 an hour
- High school diploma or GED
- Assembly
- In-person
- Health insurance
- Dental insurance
Quick Apply
Product Director
Autonodyne LLC —Boston, MA
- $160,000 - $260,000 a year
- Full-time
- Hybrid work
- Computer Science
- 8 years
- Bachelor's degree
- Health savings account
- Relocation assistance
Quick Apply
Veracross Student Information System Data Specialist
International School of Boston —Cambridge, MA
- $70,000 - $100,000 a year
- Full-time
- School experience
- English
- Mid-level
- Health savings account
- Health insurance
Quick Apply
Accounting Manager
Lawton Welding Co., Inc. —Topsfield, MA
- From $75,000 a year
- Full-time
- Bachelor of Science
- Mid-level
- Office
- Profit sharing
- Health insurance
Quick Apply
Buyer
NexTek, LLC —North Billerica, MA
- $67,500 - $72,500 a year
- Full-time
- Microsoft Excel
- ERP systems
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
Service Manager, Interior Horticulture
Cityscapes Plant Care, Inc. —Boston, MA
- From $66,000 a year
- Full-time
- Mid-level
- Mentoring
- US work authorization
- Health insurance
- Dental insurance
Quick Apply
8d
Licensed Clinician LMHC, LCSW/LICSW
Danvers Recovery Center —Danvers, MA
- $65,000 - $90,000 a year
- Full-time
- Medicine
- Addiction Medicine
- Licensed Clinical Social Worker
- Health insurance
- Dental insurance
Quick Apply
Experienced Technical Support Analyst
ArcLight Information Technology —Newton, MA
- $75,000 - $90,000 a year
- Full-time
- Background check
- Google Workspace
- Microsoft Excel
- Disability insurance
- Health insurance
Quick Apply
Production Planner and Scheduler II
Amphenol Pcd —Beverly, MA
- From $30 an hour
- Full-time
- Background check
- Computer literacy
- ERP systems
- Health savings account
- Health insurance
Quick Apply
Teller (full-time) on site – Salem (MA)
St. Jean's Credit Union —Salem, MA
- From $20 an hour
- Full-time
- Bilingual
- Background check
- Spanish
- Disability insurance
- Health insurance
Quick Apply
Electrical Integration Technician
Cabot Coach Builders —Haverhill, MA
- Up to $75,000 a year
- Full-time
- Research
- Mid-level
- Office
- Health insurance
- Dental insurance
Quick Apply
Part Time Weekend Product Demonstrator in Costco
CDS (Club Demonstration Services) —Danvers, MA
- $17 an hour
- Part-time
- 18 years or older
- No experience needed
- Ability to lift 50 pounds
- Health insurance
- Dental insurance
Control Room Operator, Renewable Generation
Nexamp —Lawrence, MA
- $39 - $42 an hour
- Weekends as needed
- Military
- Continuous improvement
- Mentoring
- Commuter assistance
- Paid holidays

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product support jobs near wakefield, ma

Product Support Engineer

ROI Solutions -
Medford, MA

Apply Now

Job Details

Full-time
$95,000 - $110,000 a year

Qualifications

Vendor relationship building
Customer communication
Systems integration
Data Integration (Data management)
Serving clients
SaaS platforms
Vendor relationship management
Vendor communication
Scrum
Experience with SaaS (as product category for technical sales engineers)
Defect tracking tools
API integrations
SaaS
Cross-functional communication

Full Job Description

About the Role

As a Product Support Engineer, you will be the internal expert on how our products behave in real customer environments, including configurations, data flows, integrations, embedded tools, and third-party vendor systems. You will own complex issues escalated beyond front-line support and drive them to resolution through investigation, documentation, collaboration, and clear communication.

This is not a traditional help desk or engineering role. It is a product operations role focused on understanding customer-impacting product behavior, reducing repeat escalations, improving internal knowledge, and ensuring our SaaS products operate reliably as complexity grows.

Responsibilities

Product & Platform Expertise

Develop deep, working knowledge of our products as they operate in real customer environments
Become a super-user of product features, configuration options, and integration points
Proactively understand how embedded and third-party tools behave, fail, and recover within our platform

Advanced Issue Ownership

Own complex customer issues escalated beyond L1/L2 support
Diagnose ambiguous or emergent product behavior involving:
- Configuration and permissions
- Data pipelines and integrations
- Third-party vendor systems
Classify whether issues stem from system behavior, configuration, vendor changes, or product defects; route accordingly with clear scope
Reproduce issues using logs, metrics, configurations, and real-world usage patterns
Drive issues to resolution end-to-end, including workarounds and follow-ups

Vendor & Partner Management

Own ongoing relationships with payment processing partners (e.g., Worldpay, iATS/Deluxe, Revaly/Flexpay); serve as the primary point of contact for expected behavior, integration clarifications, and roadmap awareness
Manage vendor escalations, root-cause analysis, and resolution timelines
Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood
Monitor vendor communications for changes that impact our products and coordinate response across engineering and product teams
Translate technical findings into clear, customer-appropriate communication

Cross-Client Integration Operations

Oversee the operational health of cross-client uploads and data integrations
Coordinate client-specific integration requests with engineering, ensuring requirements are documented and prioritized

Triage integration-related support escalations and route to appropriate engineering resources

Product Operations & Documentation

Contribute to product documentation; knowledge base articles, integration runbooks, troubleshooting guides, and vendor-specific reference materials
Maintain integration documentation (What connects to what, data flows, known issues, and workarounds)
Coordinate release communication for vendor-impacting changes with Product Owners and engineering
Support release coordination where vendor or integration dependencies are involved

Product Feedback & Prevention

Identify recurring issues, friction points, and integration risks
Act as the voice of the customer; advocate for fixes or enhancements by influencing Product and Engineering prioritization based on real-world impact patterns
Provide actionable feedback to Product and Engineering teams
Contribute to internal documentation, runbooks, and troubleshooting guides
Help reduce repeat incidents by improving understanding, documentation, and defaults

L1/L2 Enablement

Share knowledge with Client Services teams to build overall support capability and reduce unnecessary escalations
Develop and maintain runbooks, decision trees, and troubleshooting guides that enable L1/L2 to resolve more issues independently
Identify patterns in escalated tickets that indicate training gaps or documentation needs in the support organization

Required Qualifications

3+ years supporting or operating SaaS applications
Strong understanding of APIs, integrations, and configuration-driven systems

Ability to read logs, trace workflows, and reason about system behavior

Experience working directly with customers on complex technical issues

Experience managing vendor/partner relationships; comfortable being the point of contact for external technical partners

Strong written and verbal communication skills

Strong documentation skills; you write things down clearly and keep them current

Familiarity with agile/scrum processes and tools (Jira, Confluence, or similar)

Preferred Qualifications (Nice-to-Have)

Experience in nonprofit technology, CRM systems, or payment processing

Familiarity with data integrations, ETL processes, or API management

Experience with observability platforms (Datadog, Splunk, or similar)

Experience with reporting tools (Jaspersoft, QuickSight, or similar)

Understanding of PCI compliance requirements as they relate to payment processing

PLEASE NOTE:

This role is ONLY available for work in the following (24) locations: AL, AR, CO, FL, IL, IN, KY, MA, MD, ME, MI, MN, NC, NH, NJ, PA, SC, TX, VA, VT, WA, WI, WV, & DC.
This role will work in Eastern Standard Time.
This role is posted as remote, but it could be hybrid or in-office if that best fits your working style.

If you don't meet all the requirements mentioned above, don't worry. We strongly believe in creating a diverse and inclusive work environment. If you find this job opportunity interesting but don't meet all the qualifications listed in the job description, we encourage you to apply anyway. You might be the perfect candidate for this role or similar roles.

Who We Are:

ROI Solutions was founded in 1999 to help nonprofit organizations change the world through innovative technology solutions and services. We are focused on sustainable growth, hiring staff committed to working with the nonprofit sector, and constantly evolving our technology and services to help nonprofits succeed in their missions with passion and purpose. This is our calling. We’re a proudly independent company, meaning we answer only to our clients rather than shareholders and investors. Our clients inspire our product and solution roadmaps, as well as our strategic direction. We’re committed to this model and the opportunity it provides us to develop our solutions based on needs in the nonprofit sector.

We are a proud equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to any protected characteristic as established by law.

Apply Now

Refine Your Search

product support jobs in wakefield, ma

Product Support Engineer

CMM Programmer

Licensed Electrician

Unity Full Stack Developer

Sr. Development Chef

Line Cook

Licensed Massage Therapist (MA LIC REQ)

1st Shift Production Associate

Product Director

Veracross Student Information System Data Specialist

Accounting Manager

Buyer

Service Manager, Interior Horticulture

Licensed Clinician LMHC, LCSW/LICSW

Experienced Technical Support Analyst

Production Planner and Scheduler II

Teller (full-time) on site – Salem (MA)

Electrical Integration Technician

Part Time Weekend Product Demonstrator in Costco

Control Room Operator, Renewable Generation

I want to receive the latest job alert for product support in wakefield, ma

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