Product Support Engineer

United States Digital Space LLC; Bengaluru; Hybrid; INR 1,200,000 - 2,200,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced Compliance Product Support Engineer to join our Global Technical Support organization in Bengaluru. You will lead investigations at the intersection of regulatory law, IoT systems, and data integrity, focusing on ELD compliance and HOS/RODS accuracy for DoT/FMCSA records.

You will collaborate with customers, field teams, and R&D, analyze telemetry, and own post-sales issue resolution while driving product improvements and readiness for

Qualifications

• B.S. in Computer Science, Engineering (Mechanical/Electrical) or other technical field
• 6+ years in technical support, field engineering, or systems engineering with hardware-integrated products
• Familiarity with ELD rules and regulations
• Excellent customer service and interpersonal skills with the ability to influence across the company
• Excellent written and verbal communication, able to discuss technical concepts clearly
• Technical know-how interfacing with engineers and SaaS systems
• Resourcefulness, creativity, and problem-solving abilities
• Adaptability in a fast-paced, dynamic environment
• Experience in direct customer interaction, incident response, and on-call support cadence

Responsibilities

• Serve as the final escalation point for intricate ELD compliance product issues for post-sales customers
• Own end-to-end lifecycle of complex product issues, coordinating with R&D to drive fixes
• Analyze device telemetry and fleet patterns to translate logs into actionable narratives
• Provide technical support for audits and inspections with Escalations, Product, and Legal teams
• Lead post-mortem analyses to identify root causes and trends
• Collaborate with Support and R&D to resolve customer issues and escalations
• Lead technical feedback for new products to ensure supportability
• Define success criteria, validation plans, and runbooks for new feature launches
• Develop internal tools to accelerate ticket resolution and trend analysis
• Coach and conduct case reviews to elevate support expertise

Skills

Customer service

Communication skills

SaaS systems

Engineer liaison

Problem solving

Education

B.S. in Computer Science or Engineering

Tools

Python

SQL

Tableau

Job description

Who we are

the company (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At the company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

We are looking for an experienced Compliance Product Support Engineer to join our Global Technical Support organization. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of regulatory law, IOT systems, and data integrity.

Our customers rely on the company to comply with the workplace safety requirements established by the Department of Transportation (DoT/FMCSA) to help create a safer work environment for drivers, and make it easier and faster to accurately track, manage, and share records of duty status (RODS) data. You will serve as the primary technical authority for the software components associated with the ELD compliance product. You are the critical bridge between our customers, field teams, and R&D, ensuring that our product maintains 100% accuracy in recording Hours of Service (HOS) and Records of Duty Status (RODS).

In this role, you will:

• Serve as the final escalation point for intricate ELD compliance product for post-sales customers.

• Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility.

• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.

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

• Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends.

• Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions.

• Lead technical feedback for new products to ensure supportability and ease of customer understanding.

• Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness.

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

• Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.

Minimum requirements for the role:

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.

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

• Familiarity with ELD related rules and regulations.

• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.

• Excellent written and verbal communication skills, you can speak at technical and conversational levels.

• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.

• Demonstrated strong resourcefulness, creativity, and problem-solving skills.

• Adaptability and ability to thrive in a fast-paced, dynamic work environment.

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

An ideal candidate also has:

• Experience with fleet regulatory requirements for compliance.

• Experience in Telematics industry is a plus.

• Data Analysis skills; Python, SQL and Tableau.

#LI-hybrid

Total Rewards

At the company, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At the company, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all mem