Customer Support Agent

HireArt; Foster City (CA); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Pre-tax commuter benefits

Healthcare benefits (HireArt subsidy)

Flexible Spending Account (FSA)

Disability & Life Insurance

401k

Job summary

HireArt is seeking a Customer Support Agent for an on-site, full-time contract in Foster City, CA to support an autonomous ride-hailing fleet. You will handle Tier 2 escalations, analyze fleet logs, and work with engineering to implement corrective actions that enhance safety and uptime.

The role requires troubleshooting hardware and software through complex telemetry, developing guides for Tier 1/2, and collaborating across engineering, service, and fleet teams. Domestic travel is expected.

Qualifications

• 1+ year of experience in technical support or related role.
• Experience diagnosing hardware, software, networking, or system-level issues.
• Experience analyzing logs, telemetry, or diagnostic data.
• Strong written and verbal communication with ability to explain findings clearly.
• Ability to travel domestically as needed.

Responsibilities

• Serve as the primary contact for Tier 2 escalations involving compute systems.
• Analyze logs to identify failures across fleet vehicles.
• Develop troubleshooting guides for Tier 1 and 2 support teams.
• Lead root cause investigations for new failure modes using established methodologies.
• Develop mitigations and corrective actions to improve safety and reliability.
• Perform hardware bring-up and validate new vehicle components.
• Monitor fleet telemetry for early signs of degradation and regressions.
• Translate failure data into engineering change requests.
• Collaborate with engineering, service, and fleet ops teams to resolve issues.
• Travel domestically as needed.

Skills

Technical support

Root cause analysis

Log analysis

Strong communication

Troubleshooting complex systems

Tools

Diagnostics tools

Telemetry analysis tools

Job description

Expected compensation: 29.00 USD Per Hour

HireArt is helping an on-demand, autonomous ride-hailing company find a Customer Support Agent to investigate complex vehicle compute issues and support the safety, reliability, and uptime of its autonomous fleet.

In this role, you’ll manage Tier 2 escalations, analyze system logs and fleet telemetry, troubleshoot hardware and software failures, and partner with engineering teams to develop corrective actions and prevent recurring issues.

The ideal candidate has experience troubleshooting complex technical systems, conducting root cause investigations, and translating field issues into clear recommendations for support and engineering teams.

As a Customer Support Agent, You'll

• Serve as the primary point of contact for Tier 2 escalations involving compute systems, including GPUs, power supply units, solid-state drives, and networking components.
• Analyze logs to identify hardware, software, tooling, and process failures across fleet vehicles.
• Develop and maintain troubleshooting guides for Tier 1 and Tier 2 support teams to support consistent diagnostics across service locations.
• Lead investigations into new or complex failure modes using root cause analysis methodologies such as 7-Step or 8D.
• Develop short-term mitigations and long-term corrective actions that improve vehicle safety, system reliability, and fleet uptime.
• Perform hardware bring-up and validation for new vehicle components.
• Monitor fleet telemetry to identify early signs of hardware degradation and firmware or software regressions.
• Translate field failure data into engineering change requests that improve subsystem design and prevent recurring issues.
• Collaborate with engineering, service, and fleet operations teams to drive issues through resolution.
• Travel domestically as needed

Requirements

• 1+ year of experience in technical support, fleet operations, hardware troubleshooting, or a related role
• Experience diagnosing hardware, software, networking, or system-level issues
• Experience analyzing technical logs, telemetry, or diagnostic data
• Strong written and verbal communication skills with the ability to explain technical findings clearly
• Ability to manage multiple escalations while maintaining accuracy and attention to detail
• Strong analytical and problem-solving skills
• Ability to follow established workflows and identify process or operational failures
• Flexibility and adaptability in a fast-paced operational environment
• Ability to travel domestically as needed

Bonus Qualifications

• Experience with autonomous vehicles, robotics, automotive systems, or transportation technology
• Familiarity with GPUs, power supply units, solid-state drives, networking components, or vehicle compute systems
• Experience using root cause analysis methodologies such as 7-Step or 8D
• Experience developing troubleshooting guides, standard operating procedures, or technical documentation
• Experience handling technical escalations and collaborating with engineering teams

Benefits

• Pre-tax commuter benefits
• Employer (HireArt) subsidized healthcare benefits (eligibility begins on the first of the month following 60 days of service)
• Flexible Spending Account for healthcare-related costs
• HireArt covers all costs for short- and long-term disability and life insurance
• 401k package

Commitment

This is a full-time, ongoing contract position staffed via HireArt. It will be onsite and available to candidates who are local to the Foster City, CA area.

HireArt values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp.