Product Support Representative III - Product Support

Overview

• The Tier II Support Representative provides advanced technical support for digital products, services, and integrations across Operations Center including machine data and agronomic data systems, API connections, organization management, Stellar Support and License Manager.
• This role resolves complex issues escalated from Tier 1 support teams and internal employees, partners closely with cross-functional product teams, and contributes to the continuous improvement of our support processes, documentation, and customer experience.
• This is an additional Tier II role designed to support increased case volume, improve issue resolution times, and enhance the technical depth of the ISG Tier 2 Support team.

• Advanced Troubleshooting & Case Resolution
  • Troubleshoot complex issues escalated from Tier 1 support and internal stakeholders using advanced diagnostic skills, system knowledge, and available tools.
  • Resolve technical problems related to data flows, integrations, organization management, API access, API connectivity, machine connectivity, account permissions, and other digital ecosystem components.
  • Collect and analyze detailed case data to identify root causes, trends, and potential defects and provide solutions to reduce customer downtime.
• Cross-Functional Collaboration
  • Work with internal product teams, engineering, enterprise partners, and cross functional groups to triage and resolve high impact issues.
  • Provide clear, actionable problem definitions to product teams to support defect investigation and prioritization.
  • Participate in relevant Customer Support Processes, Product Resolution Processes, and other cross functional meetings representing ISG Tier 2 Support.
• Documentation, Process, and Knowledge Sharing
  • Develop, maintain, and improve internal troubleshooting documentation, dev docs, confluence, and knowledge articles to support the Tier 2 team.
  • Document clear and thorough case notes, root cause findings, and recommended solutions for both internal use and downstream teams.
  • Share knowledge with peers and assist with less experienced support representatives as needed.
  • Manage cases according to urgency, SLA expectations, and team workflow—working primarily FIFO unless severity or business impact dictates otherwise.
  • Identify recurring issues, gaps, and opportunities to improve tools, processes, or customer experience.
• Professional Development & Continuous Learning
  • Stay current on new features, product enhancements, data flows, APIs, and system changes through self directed learning and available training resources.
  • Proactively identify personal skill gaps and pursue opportunities for development.

• 2+ years of customer support, product support, technical support, engineering support, or IT troubleshooting experience.
• Strong analytical, problem-solving, and data interpretation skills.
• Effective communication skills, able to translate technical concepts for varied audiences.
• Ability to collaborate across multiple teams and work within structured support processes.
• Strong organizational and time management skills.
• Demonstrated adaptability in a fast-paced or evolving technical environment.

• 2+ years working in a technical team environment.
• 2+ years of experience with Operations Center.
• Experience working in a help desk, call center, or multi-tiered support structure.
• Familiarity with negotiation and escalation processes (e.g., Problem Resolution Process, root cause workflows).
• Experience with API integrations, data flows, or digital ag platforms is a plus.

• Troubleshoots complex problems. Resolves complex problems using advanced troubleshooting skills and all available resources. Gathers data from multiple sources within and outside the organization, synthesizes the data into useful information. Develops solutions and provides product technical support to field teams, channel partners, customers on complex product problems while developing channel partners' technical and Customer Support capability.
• May lead the research, development and implementation for a broad range of support services and initiatives to provide support for channel partners, customers, and company personnel in order to drive customer satisfaction. Participates in developing and authoring Product Improvement Program (PIP) solutions. Participates in cross-functional teams (Product Development Process, Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team.
  
  May lead projects. May develop and deliver advanced technical content training materials. Travels to collect failure data and application data to provide problem definition on complex problems. May serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc.

• Lead teams that deliver product/service information; adhere to predefined messaging/positioning of…