Product Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the ultimate escalation point for complex ELD compliance products for post-sales clients.

• Manage the complete lifecycle of intricate product issues, coordinating potential problems and Jira tickets with R&D to facilitate prompt resolutions and maintain clear visibility for stakeholders.

• Evaluate device telemetry and fleet-level trends utilizing internal tools, transforming raw data and logs into clear and actionable technical narratives.

• Offer technical support for audits and inspections in partnership with our Escalations, Product, and Legal teams.

• Propel continuous product enhancement by leading post-mortem analyses to uncover root causes, systemic issues, key insights, and actionable trends.

• Collaborate with Support and R&D teams to address customer concerns and escalations, leveraging support trend analysis to create superior customer solutions.

• Provide technical feedback for new products to ensure they are supportable and easily understood by customers.

• Establish success criteria, validation plans, and operational runbooks for new feature launches, guaranteeing preparedness of the global support team.

• Create or contribute to internal tools to significantly expedite ticket resolution and trend analysis.

• Enhance the organization’s technical proficiency by delivering technical coaching and conducting case reviews for support engineers.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering (Mechanical/Electrical), or another technical field.

• Over 6 years of experience in technical support, field engineering, or systems engineering, particularly with distributed, hardware-integrated products.

• Understanding of ELD-related rules and regulations.

• Exceptional customer service and interpersonal skills, along with the capability to influence both individual contributors and leaders company-wide.

• Strong written and verbal communication skills, able to converse at both technical and conversational levels.

• Technical acumen - comfortable interacting with engineers, translating complex technical concepts into layman's terms, and working with SaaS systems.

• Proven resourcefulness, creativity, and problem-solving capabilities.

• Flexibility and ability to excel in a fast-paced, dynamic work environment.

• Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support schedule is crucial.

🏝️ Benefits

• Flexible working model that accommodates diverse needs.

• Professional development stipend.

• Comprehensive health and parental leave plans.