Product Support Engineer III

United States Digital Space LLC; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

The company in Bengaluru, India is seeking an experienced Mobile Product Support Engineer to join its Global Technical Support organization. This role focuses on solving highly complex mobile-related issues with a strong emphasis on customer impact, operational workflows, and regulatory considerations.

You will serve as a senior escalation owner for mobile issues, working with Engineering and Product teams to drive resolution, improve product quality, and influence roadmaps that enhance

Qualifications

• 8+ years of experience in technical support, solutions engineering, or similar roles.
• Experience troubleshooting mobile apps across Android and iOS.
• Proven ability to work with complex SaaS products and cross-functional teams.
• Excellent written and verbal English communication.

Responsibilities

• Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues.
• Lead structured, hypothesis‑driven investigations across mobile clients and backend services.
• Partner with Mobile Experience, Routing & Dispatch, and Product teams to assess impact and risk and influence roadmaps.
• Own customer and stakeholder communication for critical issues, including business impact assessments and timelines.
• Proactively identify patterns to drive product and tooling improvements and maintain runbooks and knowledge base content.
• Mentor and coach L2 engineers, raising the bar on troubleshooting depth and documentation.

Skills

Technical support

Mobile apps

SaaS products

Communication

Education

B.S. in Computer Science/Engineering

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 Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations.

As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across the company’s mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of the company’s mobile applications.

PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership. You will be expected to set a high bar for technical investigations, mentor and guide L2 engineers, and take ownership of high-impact, multi-customer issues spanning multiple products and regions.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.

• You are the architect of your own career: If you put in the work, this role won’t be your last at the company. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.

• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.

• You want to be with the best: At the company, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues (Driver, Fleet, routing and dispatch flows; Asset Maintenance, Connected Workflows, mobile‑to‑cloud data mismatches)

• Lead structured, hypothesis‑driven investigations: define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.

• Partner closely with engineering teams (Mobile Experience, Driver Management, Routing & Dispatch, Connected Workflows, Asset Maintenance, Compliance, Product Security) to Assess impact and risk, Prioritize fixes or mitigations, Influence roadmaps for reliability, observability, and operational guardrails.

• Own customer and stakeholder communication for critical issues:

• Craft clear business impact assessments and timelines,

• Provide concise, periodic updates to Support, CSMs, Sales, and Product,

• Deliver customer‑ready narratives and post‑incident summaries suitable for senior audiences in EMEA and globally.

• Proactively identify patterns across customer tickets,and incidents to recommend and drive product and tooling improvements (e.g., improved logging, app‑state capture, diagnostics, in‑app surfaces, guardrails) that reduce future volume and time‑to‑resolution.

• Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, ensuring they reflect regional nuances (EMEA regulations, language support, rollout status).

• Mentor and coach L2 engineers, raising the bar on Troubleshooting depth and documentation quality, Reproduction and scoping of issues, Escalation criteria and communication with engineering.

• Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations, patterns, and frontline feedback.

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

Minimum requirements for the role:

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

• 8+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows.

• Proven expertise troubleshooting mobile apps across Android and/or iOS, including device/OS constraints, network behavior, authentication flows, app configuration, and data synchronization with backend services.

• Strong debugging and root‑cause analysis skills: able to decompose ambiguous, multi‑system issues, quickly identify high‑leverage logs and signals, and drive toward a clear root cause and mitigation.

• Demonstrated experience working directly with engineering and product: reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data and customer impact.

• Excellent written and verbal communication in English, comfortable presenting complex technical narratives to both engineers and non‑technical stakeholders (CSMs, Sales, customers, leadership) across regions.

• Strong ownership mindset and bias for action—able to lead investigations, make pragmatic decisions under time pressure, and follow through until issues are fully resolved and learnings are captured.

• 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 in the Telematics industry is a plus.

• Data Analysis skills; Databricks, Python, SQL and Tableau.