Remote Technical Product Support Engineers

Details **Open Date** 06/18/2026 **Requisition Number** PRN45385B **Job Title** Remote Technical Product Support Engineers **Working Title** Remote Technical Product Support Engineers **Career Progression Track** P00 **Track Level** P2 \- Developing, P1 \- Entry Level Pro **FLSA Code** Computer Employee **Patient Sensitive Job Code?** No **Standard Hours per Week** 40 **Full Time or Part Time?** Full Time **Shift** Evening **Work Schedule Summary** Work schedule will be 1 pm – 9 pm, with some variability based on work load and project needs. **VP Area** President **Department** 00336 \- KUEN/Utah Education Network **Location** Campus **City** Salt Lake City, UT **Type of Recruitment** External Posting **Pay Rate Range** 39,000 \- 53,000 **Close Date** 09/17/2026 **Priority Review Date (Note \- Posting may close at any time)** **Job Summary** Located in the state\-of\-the\-art UETN Operations Center at the Eccles Broadcast Center on the University of Utah campus, this Service Desk position serves as the primary point of contact for technical support and customer assistance related to the Utah Education Network’s Interactive Video Conferencing ( UETN \- IVC ) system. The role provides timely troubleshooting, issue resolution, and user support for a wide range of distance learning and collaboration technologies used by educators, students, technology professionals, and partner organizations across Utah. **Remote Technical Product Support Engineers** Troubleshoot and resolve complex and/or escalated technical product\-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes, using product designs, code, or specifications. Possess in\-depth knowledge of the organization’s products and/or services and may include engineers who created product or service. Develop technical documents and instructions and document new fixes for lower tier technical support groups. Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. May also directly assist clients on escalated support tickets for highly complex technical issues when first\-line product support teams have not succeeded in isolating and resolving issue. **Learn more about the great benefits of working for University of Utah: benefits.utah.edu** **The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.** **Responsibilities** Reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff. Utilizing various software tools and applications the position provides Tier 1 troubleshooting support for the