Product Support Engineer

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

📋 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 ensure timely resolutions and transparent stakeholder communication.

• Examine device telemetry and fleet-level trends using internal tools, converting raw data and logs into clear, actionable technical narratives.

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

• Foster continuous product enhancement by spearheading post-mortem analyses to uncover root causes, systemic challenges, key insights, and actionable trends.

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

• Offer technical feedback for new products to guarantee supportability and ease of customer comprehension.

• Establish success criteria, validation plans, and operational runbooks for new feature deployments, ensuring global support team preparedness.

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

• Enhance the organization's technical acumen by providing technical coaching and performing case reviews for support engineers.

⛳️ Requirements

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

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

• Knowledge of ELD-related regulations and compliance.

• Exceptional customer service and interpersonal abilities, along with the capacity to influence individual contributors and leaders across the organization.

• Superior written and verbal communication skills, capable of communicating at both technical and conversational levels.

• Technical proficiency - comfortable engaging with engineers, simplifying complex technical concepts into everyday language, and working with SaaS systems.

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

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

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

🏝️ Benefits

• Flexible, employee-led remote work model.

• Professional development stipend.

• Comprehensive health and parental leave plans.