Digital Product Support Specialist

We are looking for a talented Remote-Digital Product Support-Technical Service Support Specialist  to join our team specializing  for our Cummins Care Unit in one of these states:  AK,AL,AR,AZ,CA,CO,CT,DC,DE,FL,GA,HI,IA,ID,IL,IN,KS,KY,LA,MA,MD,ME,MI,MN,MO,MS,MT,NC,ND,NE,NH,NJ,NM,NV,NY,OH,OK,OR,PA,RI,SC,SD,TN,TX,UT,VA,VT,WA,WV,WI,WY

Job Summary:

Provide technical support for less complex service related issues.

In this role, you will make an impact in the following ways: 

• Technical issue resolution — Deliver fast, accurate diagnostic support 
• Clear documentation — Document diagnostic steps and repair actions clearly and concisely to strengthen data accuracy and future troubleshooting.
• Escalation management — Manage the escalation of complex cases to the appropriate support level, ensuring timely resolution and customer confidence.
• Process improvement — Support enhancements to diagnostic workflows and escalation processes that improve speed, accuracy, and service consistency.
• Product expertise — Maintain strong technical knowledge of current and new Cummins products to provide reliable, informed support.
• Customer experience impact — Strengthen the customer experience by providing clear guidance, reducing downtime, and ensuring high‑quality support across all channels.

To be successful in this role you will need the following: 

• Collaborative partnerships — Build strong working relationships across branches, external partners, and global stakeholders.
• Effective communication — Deliver clear, audience‑specific communication that translates technical findings into actionable guidance for customers, peers, and escalation teams.
• Customer‑centric mindset — Understand customer needs deeply, respond with urgency, and provide solutions that build trust and long‑term loyalty.
• Complexity management — Make sense of high‑volume, sometimes contradictory technical data to identify root causes and recommend the right repair path.
• Nimble learning — Learn quickly through hands‑on troubleshooting, new product exposure, and feedback loops; adapt your approach as products and tools evolve.
• Resourcefulness — Use available tools, data, documentation, and expert networks efficiently to resolve issues without unnecessary delays.
• Technical diagnostics mastery — Apply diagnostic workflows, electronic tools, and software to isolate failures, validate repairs, and document results with precision.
• Service network awareness — Understand service capability, capacity, and coverage to support consistent service delivery and identify opportunities to strengthen the channel.
• Documentation excellence — Capture accurate, complete, and compliant information in service systems to support warranty, traceability, and future troubleshooting.
• Escalation judgment — Know when to escalate, what information to provide, and how to ensure seamless handoff for timely resolution.
• Technical tool proficiency — Use the right electronic service tools, interpret results correctly, and apply them to guide next steps in the repair process.
• Respect for differences—Leverage diverse perspectives and working styles to improve problem‑solving, team cohesion, and customer outcomes.
  
  Education, Licenses, Certifications: 
  College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. 
  This position may require licensing for compliance with export controls or sanctions regulations. 
  
  Experience: 
  Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

As an L2 Digital Product Support Analyst, you will serve as a critical bridge between customers, internal technicians, frontline support teams, product owners, and technical teams. You will investigate complex issues impacting digital products, identify root causes, and drive resolution while ensuring an exceptional customer experience. 

This role requires strong analytical skills, technical troubleshooting expertise, and the ability to collaborate globally across multiple business and technology teams. You will play a key role in maintaining product stability, identifying trends, and contributing to continuous product improvement.

Key Responsibilities

• Investigate and resolve escalated digital product incidents and service requests
• Perform detailed root cause analysis for complex stakeholder and system issues
• Partner with product owners to coordinate issue resolution
• Monitor product performance and identify trends, risks, and opportunities for improvement
• Document findings, troubleshooting steps, and known solutions to support organizational knowledge sharing.
• Provide subject matter expertise and guidance to frontline support teams
• Support incident management activities and contribute to service restoration efforts during critical events

Shift Hours: 10:00amCST - 7:00pmCST

Remote Position - Location is flexible

Compensation and Benefits

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.