Product Support Technician

The Product Support Technician coordinates with the System Administrators and the Product Support Manager to deliver exceptional technical support to end users of L.B. Foster cloud-based asset management platform. The role involves investigating, troubleshooting, and promptly resolving technical issues to meet service-level agreements (SLAs). Proactive communication and outstanding customer service will be central to your approach, ensuring users feel supported and informed throughout the resolution process. Where necessary, the role will collaborate effectively with the System Administrators, Development and QA Teams, Product Manager, and Architect to escalate and manage complex issues, always maintaining seamless, customer-focused support experience. Responsibilities (Essential Functions): 1. Execution of 1st and 2nd Line/Tier technical support to diagnose and fix issues. 2. Provide efficient and timely support to all users via phone, web, and in-person channels. 3. Monitor systems and proactively identify potential issues impacting stability, security, and performance, taking actions to resolve or escalate as required. 4. Follow escalation procedures to triage and resolve technical issues, escalating appropriately and ensuring timely resolution within SLA targets. 5. Perform initial analysis and support root cause investigations for recurring or critical issues, engaging the wider team where needed to assist with deeper technical diagnosis. 6. Investigate issues within Azu