{"id":1887457,"url":"https://alion.io/job/l-b-foster-product-support-technician","title":"Product Support Technician","company":{"id":2317992,"name":"L.B. Foster","domain":"lbfoster.com","url":"https://alion.io/company/lbfoster","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittsburgh, United States","Columbia, United States","Bedford, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":112000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":60},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Azure DevOps","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-24T18:36:56Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-11-05T12:53:03Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"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.\nThe 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.\nResponsibilities (Essential Functions):\n1. Execution of 1st and 2nd Line/Tier technical support to diagnose and fix issues.\n2. Provide efficient and timely support to all users via phone, web, and in-person channels. \n3. Monitor systems and proactively identify potential issues impacting stability, security, and performance, taking actions to resolve or escalate as required.\n4. Follow escalation procedures to triage and resolve technical issues, escalating appropriately and ensuring timely resolution within SLA targets.\n5. 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.\n6. Investigate issues within Azure cloud environment and supporting ecosystem.\n7. Investigate and resolve issues relating to databases and data.\n8. Create and update comprehensive tech related documentation such as training documents, how-to guides, FAQs, and maintenance manuals.\n9. Document troubleshooting steps and contribute to the internal knowledge base.\n10. Support patch management and security compliance across systems.\n11. Participate in technical meetings and support project or review discussions.\n12. Conduct thorough testing of all technical solutions to ensure they are proven to be robust and suitable for intended application.\n13. All other duties as assigned.\nExperience, Education, & License Requirements:\nAssociate degree in Information Systems or bachelor’s degree in Information Systems or Business Administration preferred.\nMinimum three years in a Help Desk, Service Desk, or Deskside Support role required. \nAzure including Azure DevOps experience preferred.\nStrong computer skills, proficient in the use of Microsoft Office 365.\nAble to travel internationally.\nSkills & Abilities:\nGeneral working knowledge of Azure services, IoT devices and communication protocols, SQL, principles and techniques of computer programming, logical design, process flow, testing, debugging, implementation, and documentation.\nIndispensable problem solving, troubleshooting, and critical thinking skills.\nProficient in time management.\nAbility to collaborate with team members and co-workers.\nExcellent written and verbal communication in interpersonal exchanges.\nAbility to manage multiple tasks simultaneously and thrive in a complex environment while balancing multiple competing priorities.\nMotivated self-starter who can work with diverse team.\nWillingness to learn new technologies, take on additional responsibilities, and expand their career.\nMust be able to work effectively with cross-functional groups and a geographically dispersed user base.\nYou may be required to work on call weekends and holidays on a rota basis.\nCompetencies:\nRisk management\nConflict management\nProblem solving\nTeamwork\nIntegrity & Trust \nCustomer Focus \nContinuous Improvement \nCustomer Service/Innovation Management \nAdaptability/Flexibility \nAccountability/Work Ethic","description_format":"text","description_chars":3733,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Advertising"],"lifecycle":[{"event":"open","at":"2026-10-05T03:23:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1 · green card filings: 2","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":2,"median_offered_wage_usd":75833,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.832,"p_room":0.9,"age_days":41,"expected_fill_days":87,"reasons":["conf:3","win:mid"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/l-b-foster-product-support-technician","json_url":"https://alion.io/job/l-b-foster-product-support-technician.json","meta":{"generated_at":"2026-11-05T13:28:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17511,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2317992},"rest":"https://alion.io/mcp/rest/get_company?id=2317992"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fl-b-foster-product-support-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fl-b-foster-product-support-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fl-b-foster-product-support-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/l-b-foster-product-support-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fl-b-foster-product-support-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1887457}},{"tool":"search_jobs","arguments":{"company":"lbfoster.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1887457},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}