Onsite Cloud Support Engineer – SaaS, Networking, Mining

Harvey Nash Group; Tucson (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

Harvey Nash Group in Tucson, AZ is seeking a Product Service Engineer I to support a cloud-based fleet management solution used by mining operations worldwide. This role involves troubleshooting complex issues, working directly with customers, and collaborating with software engineering teams to improve product performance.

You'll investigate customer and production problems, perform root cause analysis, and assist with releases, field validation, and product testing.

Qualifications

• 2+ years in Technical Support, Product Support, Application Support, or Cloud Support
• Strong troubleshooting and root cause analysis skills
• Experience supporting SaaS, cloud-based, or enterprise software platforms

Responsibilities

• Investigate and resolve complex customer and production issues
• Perform root cause analysis and technical troubleshooting
• Support cloud-based applications and connected systems
• Troubleshoot networking and connectivity issues (TCP/IP, Ethernet, DNS, VPN)
• Work with Engineering teams to validate fixes and product improvements
• Support software releases, field validation, and product testing
• Analyze logs, system data, and application behavior to identify issues
• Document findings, release notes, and technical solutions
• Provide technical support to customers, dealers, and internal teams

Skills

Troubleshooting

Customer communication

Cloud platforms

SaaS support

Networking knowledge

Tools

SQL databases

DNS troubleshooting

TCP/IP

Job description

Harvey Nash Group in Tucson, AZ is seeking a Product Service Engineer I to support a cloud-based fleet management solution used by mining operations worldwide. This role involves troubleshooting complex issues, working directly with customers, and collaborating with software engineering teams to improve product performance.

You'll investigate customer and production problems, perform root cause analysis, and assist with releases, field validation, and product testing.