Product Support Specialist (BlackLocus division)
The Home Depot, Austin, TX, United States
Req177196
The Home Depot is able to offer virtual employment of this position in the following states: AK, AZ, CA, GA, HI, ID, IL, KS, KY, ME, MA, MI, MN, MT, NE, NV, NH, NJ, NM, NY, ND, OH, OR, RI, SD, TX, UT, VT, WA, WV, WI, WY.
Position Purpose
The Product Support Specialist is responsible for leveraging existing applications, SQL-based data queries, Command Line Interface tools, and AI/LLM for handling Level 1 requests, maintaining queries / data tables / user access, and nurturing user relationships. You will troubleshoot technical issues via Zendesk ticketing system as well as Slack and Teams remote support, both synchronously and asynchronously. They are analytical and customer-focused advocates for application users.
The Product Support Specialist is also responsible for collaborating on and producing data-backed content recommendations for the knowledge database and developing training/communication materials to promote application adoption. You will own the Product and User feedback loops, apply diagnostic utilities and AI/LLM as needed to complete troubleshooting activities, and partner with DE, BI and developers to resolve application issues.
Key Responsibilities
25% Support & Enablement
Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
40% Delivery & Execution
Has administrative rights; can make change to systems hardware and software
Documents, reviews and ensures that all quality and change control standards are met
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable
10% Administration & Operations
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem‑solving process for each ticket
25% Learning
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
Direct Manager/Direct Reports
Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
Physical Requirements
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
1-3 years of relevant work experience
Familiarity with using a ticketing or request intake system (e.g., Zendesk, ServiceNow, Jira, or similar) to track, prioritize, and resolve requests
Willingness to learn new tools, systems, and business domains in a continuously evolving environment
Comfort working with data to answer questions or validate outcomes, including experience with SQL or data query tools (BigQuery or similar preferred, but not required)
Interest in or exposure to technical troubleshooting, including investigating issues, validating expected vs. actual behavior, and documenting findings
Basic familiarity with command‑line tools or scripting concepts (Python exposure is a plus, but not required)
Demonstrated problem‑solving skills and the ability to follow defined processes while knowing when to elevate issues appropriately
Experience collaborating with cross‑functional partners (such as product, engineering, or analytics teams), even in a supporting or learning capacity
Strong written communication skills, with the ability to clearly document requests, explanations, and next steps
Interest in understanding how users interact with systems, including curiosity about usage patterns and feedback
Exposure to or interest in product analytics or user analytics tools (such as Pendo or similar platforms)
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education
Minimum Years Of Work Experience
1
Preferred Years Of Work Experience
No additional years of experience
Minimum Leadership Experience
None
Preferred Leadership Experience
None
Certifications
None
Competencies
Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi‑mode communications that convey a clear understanding of the unique needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer‑centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
Benefits offered include health care benefits, 401K, ESPP, paid time off, and success sharing bonus. For a full list of the various benefits The Home Depot offers, visit https://careers.homedepot.com/our-benefits.
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The Home Depot is able to offer virtual employment of this position in the following states: AK, AZ, CA, GA, HI, ID, IL, KS, KY, ME, MA, MI, MN, MT, NE, NV, NH, NJ, NM, NY, ND, OH, OR, RI, SD, TX, UT, VT, WA, WV, WI, WY.
Position Purpose
The Product Support Specialist is responsible for leveraging existing applications, SQL-based data queries, Command Line Interface tools, and AI/LLM for handling Level 1 requests, maintaining queries / data tables / user access, and nurturing user relationships. You will troubleshoot technical issues via Zendesk ticketing system as well as Slack and Teams remote support, both synchronously and asynchronously. They are analytical and customer-focused advocates for application users.
The Product Support Specialist is also responsible for collaborating on and producing data-backed content recommendations for the knowledge database and developing training/communication materials to promote application adoption. You will own the Product and User feedback loops, apply diagnostic utilities and AI/LLM as needed to complete troubleshooting activities, and partner with DE, BI and developers to resolve application issues.
Key Responsibilities
25% Support & Enablement
Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
40% Delivery & Execution
Has administrative rights; can make change to systems hardware and software
Documents, reviews and ensures that all quality and change control standards are met
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable
10% Administration & Operations
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem‑solving process for each ticket
25% Learning
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
Direct Manager/Direct Reports
Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
Physical Requirements
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
1-3 years of relevant work experience
Familiarity with using a ticketing or request intake system (e.g., Zendesk, ServiceNow, Jira, or similar) to track, prioritize, and resolve requests
Willingness to learn new tools, systems, and business domains in a continuously evolving environment
Comfort working with data to answer questions or validate outcomes, including experience with SQL or data query tools (BigQuery or similar preferred, but not required)
Interest in or exposure to technical troubleshooting, including investigating issues, validating expected vs. actual behavior, and documenting findings
Basic familiarity with command‑line tools or scripting concepts (Python exposure is a plus, but not required)
Demonstrated problem‑solving skills and the ability to follow defined processes while knowing when to elevate issues appropriately
Experience collaborating with cross‑functional partners (such as product, engineering, or analytics teams), even in a supporting or learning capacity
Strong written communication skills, with the ability to clearly document requests, explanations, and next steps
Interest in understanding how users interact with systems, including curiosity about usage patterns and feedback
Exposure to or interest in product analytics or user analytics tools (such as Pendo or similar platforms)
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education
Minimum Years Of Work Experience
1
Preferred Years Of Work Experience
No additional years of experience
Minimum Leadership Experience
None
Preferred Leadership Experience
None
Certifications
None
Competencies
Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi‑mode communications that convey a clear understanding of the unique needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer‑centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
Benefits offered include health care benefits, 401K, ESPP, paid time off, and success sharing bonus. For a full list of the various benefits The Home Depot offers, visit https://careers.homedepot.com/our-benefits.
#J-18808-Ljbffr