Product Support Technician Jobs
Product Support Technician jobs are open across manufacturing, software, healthcare technology, and telecommunications, at every level from entry-level to senior and lead, with specializations in hardware troubleshooting, software diagnostics, and field service. Find a role that fits below and apply directly.
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At Paw Prosper, we help pets live healthier, happier lives at every stage of their journey, whether they're recovering from injury, managing chronic pain, or staying active in their senior years. Our family of pet brands delivers best-in-class, vet-recommended solutions in mobility, rehabilitation, and pain management, including therapeutic devices. With a foundation built on expertise and compassion, we empower pet parents and veterinary professionals with products that support long-term health and quality of life.
Overview
We're looking for a Customer Experience Associate to join our team and become the voice of Paw Prosper across our suite of pet wellness brands. Like our other CX Associates, you'll be the first line of connection between customers and the products we provide, delivering guidance, product education, and support by phone, email, SMS, and any other applicable channel. Your specialty is Product Support for our PEMF and Class 3B and 4 cold laser devices: you'll troubleshoot device issues with customers after they buy, then act as the liaison between the customer and our repair team, keeping every repair moving from intake to return.
Compared with other CX Associate roles, this one has a technical specialty: most of your time goes to device troubleshooting and facilitating repairs, RMAs, and loaner units. Our technicians do the repair and you keep the customer informed and the case on track. The rest looks like any CX Associate's day: order and shipping support, admin and systems upkeep, and helping pet parents and vet clinics after they buy. Pre-purchase questions and product selection go to our Sales team.
Like the rest of our CX team, you'll stay versatile. When volume on your core product line is light, you'll support customers across our other brands and related products. We want a team player who ramps up fast, learns new product lines comfortably, and pitches in wherever the team needs help.
This is a full-time, in-person role based at our Aurora, CO headquarters. It reports to the Head of Customer Experience and works closely with the Customer Experience Team Lead, the sales team, and our repair technicians.
Key Responsibilities
Customer Engagement and Product Support
- Troubleshoot device issues (laser and PEMF therapy devices) with customers by phone, email, and SMS, using product documentation and structured diagnostic steps
- Resolve what you can remotely; know when a device needs a technician's review, repair, or replacement, and set clear expectations with the customer
- Guide customers through setup and correct use based on their pet's mobility, condition, or recovery needs; route clinical questions to the right veterinary or clinical resource, and pre-purchase or product-selection questions to Sales
- Become an expert in our PEMF and laser product lines and, over time, our other brands' products (training provided)
- Handle a high volume of customer communications with professionalism, urgency, and care
- Own and manage a support ticket pipeline across multiple brands and channels
Product Support Specialty: Repair Liaison, RMAs, and Loaners
- Be the single point of contact between customer and repair team, from first contact through return
- Open and manage repair cases and RMAs: authorize returns, confirm warranty status, send shipping instructions, and update customers at every stage
- Hand device details and customer context to technicians at intake, then relay diagnosis, estimates, parts, and turnaround back in clear customer updates
- Arrange, ship, and track loaner units, including return reminders and reconciliation
- Document product issues, failures, and suspected adverse events per company procedure
- Maintain clear internal communication channels and regular alignment with Respond technicians and factory teams to streamline repair tracking, technical escalations, and resolution workflows
Process Improvement and Collaboration
- Build and maintain internal CX resources: troubleshooting guides, repair-status templates, and macros
- Surface recurring failure modes, repair trends, and customer-journey gaps to product, operations, and quality teams
- Stay current on changes to products, policies, systems, and workflows
- Partner with marketing, growth, product, sales, and fulfillment teams on key customer initiatives
Flexible Support Across Paw Prosper Brands
- Support other Paw Prosper brands and related products as volume allows
- Ramp up fast on new products, policies, and systems, using existing documentation and teammate guidance
- Pitch in where the team needs help, from tickets and calls to repair or order follow-up, and share what you learn
- Take on other related duties as business needs evolve
Qualifications
Required
- 2+ years in a customer-facing role, including 1+ year troubleshooting physical products (electronics, medical devices, mobility or rehab equipment, or similar) with customers by phone or email
- Experience coordinating hardware returns, warranty claims, or RMAs between customers and repair or service teams
- Comfortable on the phone and between teams: you can calmly walk a customer through a device problem and translate technician findings into plain language
- Strong written and verbal communication; confident and compassionate
- Ability to follow and create technical documentation and structured troubleshooting steps, and to learn new products and brands quickly
- Meticulous record-keeping: accurate serial numbers, case notes, and status updates
- Familiarity with helpdesk/CX platforms (e.g., Commslayer, Gorgias, Zendesk, Kustomer), Shopify, Google Workspace, Slack, InFlow, and VoIP tools like Dialpad or Aircall; comfort learning order- and repair-tracking systems and AI tools
- Curious and proactive problem-solver with a collaborative, team-first attitude and a passion for pets and pet wellness
Nice to Have
- Background in veterinary, pet wellness, medical device, or rehabilitation equipment
- Hands-on experience with PEMF, cold laser, red light, or other therapeutic modalities (human or animal)
- Prior experience supporting multiple brands or product lines
Why Join Paw Prosper?
You’ll be part of a mission-driven, smart, passionate, experienced team dedicated to helping thousands of families support the health and happiness of their pets. We offer a competitive base salary range of $50,000-60,000, along with a performance-based bonus structure. Team members enjoy a 401(k) with a 3% employer match and access to medical, dental, and vision benefits partially covered by the company. Our dog-friendly office means your pup can be part of the workday, too. As we grow, you’ll have meaningful opportunities for career development, cross-training, and making a lasting impact.
Logistics and Location
This is a full-time, in-office position located in Aurora, CO. Standard hours are Monday through Friday, 9 AM to 5 PM MST.
Paw Acquisition I Corp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Reasonable Accommodation:
If you are a qualified individual with a disability and need a reasonable accommodation to apply for a position or perform essential job functions, please contact our HR team at careers@pawprosper.com.
Please note that Paw Acquisition I Corp utilizes automated decision-making technology (ADMT) and AI-assisted tools to help evaluate and process candidate applications. These tools assist our recruitment team by screening qualifications, assessing responses, or matching experience against job requirements.
All automated evaluations are used alongside human oversight. If you have questions regarding our use of AI in hiring or require a reasonable accommodation during the application process, please contact careers@pawprosper.com.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- How many years of multi-channel customer support experience do you have? (e.g., phone, email, live chat, or SMS)
- How many years of experience do you have helping customers troubleshoot issues with physical products, electronics, or specialized equipment by phone or email?
Ability to Commute:
- Aurora, CO 80011 (Required)
Work Location: In person
At Paw Prosper, we help pets live healthier, happier lives at every stage of their journey, whether they're recovering from injury, managing chronic pain, or staying active in their senior years. Our family of pet brands delivers best-in-class, vet-recommended solutions in mobility, rehabilitation, and pain management, including therapeutic devices. With a foundation built on expertise and compassion, we empower pet parents and veterinary professionals with products that support long-term health and quality of life.
Overview
We're looking for a Customer Experience Associate to join our team and become the voice of Paw Prosper across our suite of pet wellness brands. Like our other CX Associates, you'll be the first line of connection between customers and the products we provide, delivering guidance, product education, and support by phone, email, SMS, and any other applicable channel. Your specialty is Product Support for our PEMF and Class 3B and 4 cold laser devices: you'll troubleshoot device issues with customers after they buy, then act as the liaison between the customer and our repair team, keeping every repair moving from intake to return.
Compared with other CX Associate roles, this one has a technical specialty: most of your time goes to device troubleshooting and facilitating repairs, RMAs, and loaner units. Our technicians do the repair and you keep the customer informed and the case on track. The rest looks like any CX Associate's day: order and shipping support, admin and systems upkeep, and helping pet parents and vet clinics after they buy. Pre-purchase questions and product selection go to our Sales team.
Like the rest of our CX team, you'll stay versatile. When volume on your core product line is light, you'll support customers across our other brands and related products. We want a team player who ramps up fast, learns new product lines comfortably, and pitches in wherever the team needs help.
This is a full-time, in-person role based at our Aurora, CO headquarters. It reports to the Head of Customer Experience and works closely with the Customer Experience Team Lead, the sales team, and our repair technicians.
Key Responsibilities
Customer Engagement and Product Support
- Troubleshoot device issues (laser and PEMF therapy devices) with customers by phone, email, and SMS, using product documentation and structured diagnostic steps
- Resolve what you can remotely; know when a device needs a technician's review, repair, or replacement, and set clear expectations with the customer
- Guide customers through setup and correct use based on their pet's mobility, condition, or recovery needs; route clinical questions to the right veterinary or clinical resource, and pre-purchase or product-selection questions to Sales
- Become an expert in our PEMF and laser product lines and, over time, our other brands' products (training provided)
- Handle a high volume of customer communications with professionalism, urgency, and care
- Own and manage a support ticket pipeline across multiple brands and channels
Product Support Specialty: Repair Liaison, RMAs, and Loaners
- Be the single point of contact between customer and repair team, from first contact through return
- Open and manage repair cases and RMAs: authorize returns, confirm warranty status, send shipping instructions, and update customers at every stage
- Hand device details and customer context to technicians at intake, then relay diagnosis, estimates, parts, and turnaround back in clear customer updates
- Arrange, ship, and track loaner units, including return reminders and reconciliation
- Document product issues, failures, and suspected adverse events per company procedure
- Maintain clear internal communication channels and regular alignment with Respond technicians and factory teams to streamline repair tracking, technical escalations, and resolution workflows
Process Improvement and Collaboration
- Build and maintain internal CX resources: troubleshooting guides, repair-status templates, and macros
- Surface recurring failure modes, repair trends, and customer-journey gaps to product, operations, and quality teams
- Stay current on changes to products, policies, systems, and workflows
- Partner with marketing, growth, product, sales, and fulfillment teams on key customer initiatives
Flexible Support Across Paw Prosper Brands
- Support other Paw Prosper brands and related products as volume allows
- Ramp up fast on new products, policies, and systems, using existing documentation and teammate guidance
- Pitch in where the team needs help, from tickets and calls to repair or order follow-up, and share what you learn
- Take on other related duties as business needs evolve
Qualifications
Required
- 2+ years in a customer-facing role, including 1+ year troubleshooting physical products (electronics, medical devices, mobility or rehab equipment, or similar) with customers by phone or email
- Experience coordinating hardware returns, warranty claims, or RMAs between customers and repair or service teams
- Comfortable on the phone and between teams: you can calmly walk a customer through a device problem and translate technician findings into plain language
- Strong written and verbal communication; confident and compassionate
- Ability to follow and create technical documentation and structured troubleshooting steps, and to learn new products and brands quickly
- Meticulous record-keeping: accurate serial numbers, case notes, and status updates
- Familiarity with helpdesk/CX platforms (e.g., Commslayer, Gorgias, Zendesk, Kustomer), Shopify, Google Workspace, Slack, InFlow, and VoIP tools like Dialpad or Aircall; comfort learning order- and repair-tracking systems and AI tools
- Curious and proactive problem-solver with a collaborative, team-first attitude and a passion for pets and pet wellness
Nice to Have
- Background in veterinary, pet wellness, medical device, or rehabilitation equipment
- Hands-on experience with PEMF, cold laser, red light, or other therapeutic modalities (human or animal)
- Prior experience supporting multiple brands or product lines
Why Join Paw Prosper?
You’ll be part of a mission-driven, smart, passionate, experienced team dedicated to helping thousands of families support the health and happiness of their pets. We offer a competitive base salary range of $50,000-60,000, along with a performance-based bonus structure. Team members enjoy a 401(k) with a 3% employer match and access to medical, dental, and vision benefits partially covered by the company. Our dog-friendly office means your pup can be part of the workday, too. As we grow, you’ll have meaningful opportunities for career development, cross-training, and making a lasting impact.
Logistics and Location
This is a full-time, in-office position located in Aurora, CO. Standard hours are Monday through Friday, 9 AM to 5 PM MST.
Paw Acquisition I Corp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Reasonable Accommodation:
If you are a qualified individual with a disability and need a reasonable accommodation to apply for a position or perform essential job functions, please contact our HR team at careers@pawprosper.com.
Please note that Paw Acquisition I Corp utilizes automated decision-making technology (ADMT) and AI-assisted tools to help evaluate and process candidate applications. These tools assist our recruitment team by screening qualifications, assessing responses, or matching experience against job requirements.
All automated evaluations are used alongside human oversight. If you have questions regarding our use of AI in hiring or require a reasonable accommodation during the application process, please contact careers@pawprosper.com.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- How many years of multi-channel customer support experience do you have? (e.g., phone, email, live chat, or SMS)
- How many years of experience do you have helping customers troubleshoot issues with physical products, electronics, or specialized equipment by phone or email?
Ability to Commute:
- Aurora, CO 80011 (Required)
Work Location: In person
Product Support Technician Jobs by Experience Level
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Find JobsProduct Support Technician Job Market
Who's Hiring
- Lam Research15
- Bob's Discount Furniture14
- ASM13
- Applied Materials11
- KLA10
Top Industries Hiring
- Manufacturing13
- Electronics & Hardware10
- Technology & Software7
- Medical Devices2
- Hospitality & Tourism2
What Employers Look For
The qualifications that appear most often in product support technician jobs.
- Proficiency with ticketing and help desk platforms such as Zendesk or ServiceNow
- Experience diagnosing hardware, software, or network issues in a support environment
- CompTIA A+ certification or equivalent vendor credential
- Strong written and verbal communication skills for customer-facing interactions
- Associate degree or bachelor's degree in information technology or a related field
- Ability to document troubleshooting steps and resolutions in a knowledge base
Tips for Your Product Support Technician Job Search
Tailor your resume to ticket systems
Hiring managers for product support technician roles scan for specific tools like ticketing platforms and remote desktop software. Name the systems you've actually used rather than listing generic skills. Matching the employer's listed stack improves your chances of passing automated screening.
Highlight certifications on your resume
CompTIA A+, Network+, or vendor-specific credentials carry real weight for product support technician openings. List them prominently near your name, not buried at the bottom. If you're pursuing one, note it as in-progress with an expected completion date.
Apply early to roles that fit
Migrate Mate lists product support technician openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target postings by deployment model
Filter for on-site, hybrid, or fully remote openings before applying. Product support technician roles tied to physical hardware almost always require on-site presence, while SaaS-focused positions are more likely to offer remote flexibility. Knowing this upfront saves time.
Prepare a troubleshooting walkthrough for interviews
Many interviews for product support technician positions include a live scenario where you diagnose a problem step by step. Practice narrating your diagnostic logic out loud, not just solving the issue silently. Interviewers are evaluating your process as much as your answer.
Follow up with your resolution rate if you have it
After an interview, a brief follow-up that references a specific metric from your experience, like your average ticket closure time or first-contact resolution rate, reinforces your fit. Product support technician hiring managers respond to concrete evidence of efficiency.
Product Support Technician Jobs: Frequently Asked Questions
Which companies are hiring the most product support technicians?
Lam Research, Bob's Discount Furniture, and ASM are hiring the most product support technicians right now, with openings concentrated in California, Texas, and Illinois, based on current listings on Migrate Mate as of November 2026. Demand is especially active in sectors where proprietary hardware or complex software requires dedicated post-sale support teams.
How many product support technician jobs are remote?
About 60% of product support technician openings are fully remote or hybrid as of November 2026, with availability shifting based on whether the role involves physical equipment. Software-focused and SaaS-platform support positions are the most likely to offer remote or hybrid arrangements, while roles tied to on-site hardware installation or field repair are predominantly in-person.
How do you become a product support technician?
Start by building foundational IT skills through a degree program, vocational training, or self-study, then pursue an entry-level certification like CompTIA A+ to validate your knowledge. Gain hands-on experience through internships, help desk roles, or personal projects involving hardware and software troubleshooting. From there, apply to junior product support technician positions and work toward role-specific or vendor certifications as you develop specialized expertise.
Can you get hired as a product support technician with little or no experience?
Yes, many employers hire product support technicians at the entry level, especially for software-focused support roles where customer communication and problem-solving matter as much as technical depth. A relevant certification, a portfolio of personal troubleshooting projects, or experience in any customer-facing technical role strengthens an application without formal work history. Emphasizing your diagnostic process and your ability to explain technical issues in plain language helps overcome limited experience.
What does the product support technician interview process look like?
Most product support technician interviews begin with a recruiter or HR screen covering your background and availability, followed by a technical interview where you walk through a troubleshooting scenario or answer questions about specific tools and systems. Some employers add a practical skills assessment, such as diagnosing a simulated issue or responding to a mock support ticket. Final rounds often include a conversation with a team lead focused on your communication style and how you handle difficult customer situations.
Where can I find and apply to product support technician jobs?
You can find and apply to product support technician jobs on Migrate Mate, which lists current openings from across the United States. Search the listings to find roles that match your skills, location preference, and experience level, then apply directly to each opening that fits.
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