Product Support Engineer

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

📋 Description

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

• Manage the full lifecycle of intricate product issues, coordinating possible concerns and Jira tickets with R&D to ensure timely resolutions and clear visibility for stakeholders.

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

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

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

• Work alongside Support and R&D teams to address customer issues and escalations, leveraging support trend analysis to create superior customer solutions.

• Provide technical feedback on new products to ensure they are supportable and comprehensible for customers.

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

• Create or enhance 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 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 guidelines.

• Exceptional customer service and interpersonal skills, along with the ability to influence both individual contributors and leadership across the organization.

• Outstanding written and verbal communication abilities, capable of engaging at both technical and conversational levels.

• Technical proficiency – 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 the ability to thrive in a fast-paced, dynamic work environment.

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

🏝️ Benefits

• Flexible working model

• Professional development stipend

• Comprehensive health and parental leave plans

• Performance-based bonuses

• Equity for eligible roles