E-Bike Diagnostics & Support Specialist

MOD BIKES; Austin (TX); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

PTO

Growth opportunities

Job summary

MOD BIKES is seeking a hands-on support technician to diagnose and fix mechanical and electrical bike issues at our Austin shop. You ll guide customers and teammates through fixes by phone, email and video while building helpful guides and content.

You ll join a small, collaborative team and help grow the support function with real hands-on knowledge. The role requires practical bike repair experience, strong communication skills, and the ability to manage multiple cases in a fast-paced

Qualifications

• Hands-on mechanical and electrical troubleshooting experience with bikes (e-bike experience preferred).
• Comfortable and confident communicating with customers over phone, email, and video.
• Organized, self-directed, and able to juggle multiple open cases at once.
• Some familiarity with how support/ticketing systems work.
• Available on-site in Austin, full-time.

Responsibilities

• Diagnose and resolve complex mechanical and electrical issues escalated from our Support team.
• Serve as the technical go-to for teammates needing guidance on tricky cases.
• Communicate directly with customers by phone, email, and video to troubleshoot in real time.
• Record quick how-to videos guiding customers through fixes for common and not-so-common issues.
• Help build out user guides, assembly instructions, and other support content.
• Jump in with the Garage team on trickier repairs when needed.
• Keep cases organized and moving, from first escalation to resolution.

Skills

Mechanical troubleshooting

Electrical troubleshooting

Customer communication

Case management

Bike repair

Tools

Freshdesk

Job description

MOD BIKES is seeking a hands-on support technician to diagnose and fix mechanical and electrical bike issues at our Austin shop. You ll guide customers and teammates through fixes by phone, email and video while building helpful guides and content.

You ll join a small, collaborative team and help grow the support function with real hands-on knowledge. The role requires practical bike repair experience, strong communication skills, and the ability to manage multiple cases in a fast-paced