Product Support Specialist (Irvine)

This job is with Quadient, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Company Description

At Quadient , we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description

Parcel Pending ( was started to solve a simple problem – eliminate the chaos of package management. It’s overwhelming, inconvenient, and takes way too much time. Parcel Pending makes life easier for Residents, Property Managers, and Couriers. With Parcel Pending, property managers focus on leasing apartments, taking care of their residents, and leave the endless interruptions of package management behind.

Our smart lockers feature leading edge technology and are completely customizable for any setting. The safety and convenience of Parcel Pending allows residents to quickly discover they feel comfortable shopping online without ever having to leave their home. Couriers love the convenience of a one stop drop to swiftly and securely deliver their packages. We combine a top product, expert service, and unparalleled convenience to deliver a highly personalized experience that is a win-win for everyone involved. 

We offer an exciting, fast-paced work environment and currently have an opportunity for a  Product Support Specialist  to make an immediate impact on our team.

We are looking for someone who is positive, supportive, self-starting, and ready to take the next big step in their career. The ideal candidate is passionate about customer service, highly technical, and comfortable working in an environment where everyone collaborates, wears multiple hats, and rolls up their sleeves to get the job done.

This role supports multiple product verticals and other locker-based solutions. The Product Support Specialist will troubleshoot technical issues, support internal teams and customers, monitor support dashboards, escalate complex problems, and help improve team processes through documentation, training, and proactive issue identification.

This role required to be in the Irvine office one day a week as needed. The hours for this role are 6:30am – 3:30pm PST

Responsibilities

• Provide technical assistance and support for incoming cases, questions, and issues related to parcel locker systems and supporting software.
• Monitor cases and support queues to ensure urgent and high-priority issues are addressed quickly.
• Proactively take ownership of urgent, high-impact, and recurring issues.
• Serve as an escalation point for internal support teams.
• Troubleshoot locker hardware, software, kiosk, network, database, and connectivity issues.
• Support systems running on Linux and Windows environments.
• Assist with locker configuration, software updates, device troubleshooting, and issue validation.
• Work with internal teams to investigate problems involving kiosks, lockers, APIs, local databases, network/VPN connectivity, and customer access issues.
•  Ask clear troubleshooting questions to determine the nature and impact of reported problems.
• Walk peers, customers, and internal teams through problem-solving steps.
• Document all incidents, troubleshooting steps, case updates, and resolutions using clear and concise language.
• Follow up with stakeholders to confirm issues are resolved.
• Monitor support dashboards and reports to identify locker malfunctions, recurring issues, and product trends.
• Identify trending issues and propose solutions, process improvements, or escalation paths.
• Contribute to and maintain the internal Knowledge Base.
• Create and update troubleshooting guides, training materials, and standard operating procedures.
• Train peers and support representatives on product troubleshooting and best practices.
• Communicate effectively with cross-functional teams, including Support, Operations, Engineering, Field Services, and Management.
• Escalate product defects, outages, or larger operational concerns with appropriate documentation and urgency.
• Use available tools, including AI-assisted tools where appropriate, to improve support efficiency, documentation, and troubleshooting workflows.
• Remain familiar with all major product verticals, including multifamily, higher education, commercial, and business development solutions.

Why Parcel Pending?

We are a mature startup in heavy growth mode with A LOT of opportunity to grow. We are a cutting edge technology company packages are delivered to apartment communities nationwide. We have a world class team that has created a fun culture and working environment, and we're dog friendly! Come check out our new 13.5k square feet office in Irvine and find out why Parcel Pending is the PLACE TO BE!

Qualifications

• 4+ years of IT, technical support, help desk, product support, or related experience.
• Strong technical troubleshooting skills with the ability to diagnose hardware, software, network, and system issues.
• Experience working with ticketing or CRM systems; Salesforce experience is a plus.
• Experience with troubleshooting APIs
• Working knowledge of Linux-based systems.
• Working knowledge of Windows 10/Windows-based systems.
• Ability to read logs, identify patterns, and document findings clearly.
• Experience supporting connected devices, kiosks, lockers, IoT systems, or field-deployed hardware is a plus.
• Strong written and verbal communication skills.
• Ability to prioritize urgent issues while continuing to manage a regular case workload.
• Ability to work independently and learn new systems quickly.
• Comfortable working in a fast-paced environment with shifting priorities.
• Strong attention to detail and commitment to documenting work accurately.
• Ability to collaborate with peers, managers, and cross-functional teams.

Ideal Candidate Skills

• Excellent customer service mindset.
• Positive, supportive, and team-oriented attitude.
• Strong analytical and systematic troubleshooting ability.
• Comfortable serving as a point of escalation for complex technical issues.
• Familiarity with locker systems, kiosks, APIs, databases, VPN/network troubleshooting, or device management.
• Advanced knowledge of Linux preferred.
• Advanced knowledge of Windows 10 preferred.
• Exposure to AI tools and a willingness to use them to improve workflows.
• Ability to create clear documentation, training guides, and Knowledge Base articles.
• Ability to identify repeat issues and recommend process or product improvements.
• Strong ownership mentality with the ability to follow issues through to resolution.
• Comfortable working with multiple product lines and support verticals.

Preferred Qualifications

• Salesforce CRM experience.
• Experience supporting parcel lockers, smart lockers, kiosks, access control systems, or similar connected hardware.
• Experience with remote troubleshooting tools.
• Basic understanding of APIs, databases, logs, and network connectivity.
• Experience working with field technicians or operations teams.
• Experience creating internal training documentation or support playbooks.
• Experience mentoring or assisting Level 1 support representatives

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. 

​​Turn your passion into performance. Apply now.​ 

#LI-NB1

Additional Information

This posting is for an existing vacancy. We use AI‑enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Smart Work at Quadient 
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person e]]> <