Product support is often described through the various forms of assistance that companies offer to their customers. Traditionally, it is associated with the provision of supplies, tools, equipment and facilities, as well as information. Although, in general, access to knowledge is recognised as a critical part of any pro-active and creative business strategy, product support is rarely viewed as a knowledge engineering activity. In fact, job tasks involved in the creation of knowledge are perceived to be very different from those that have traditionally been expected of the technical writers and technical educators concerned with product support. The aim of this work is to demonstrate that product support is a knowledge intensive process that should be modelled using knowledge engineering methodology.