Technical Solutions Agent

AE Solutions; Olathe (KS); On-site; USD 42,000 - 65,000; Full time

Job summary

AE Solutions in the United States seeks a Technical Solutions Agent to deliver outbound technical support for automotive diagnostics tools and software. You will handle HubSpot tickets and perform proactive outbound calls to troubleshoot and resolve issues.

Responsibilities include guiding customers through installation, configuration, and usage; diagnosing hardware and software issues across platforms like wiTECH, GM MDI, Autel, Ford VCM, and related OEM systems; and maintaining thorough

Qualifications

• 1-3 years in technical support or help desk.
• Hands-on experience with automotive diagnostic tools.
• Familiar with OBD-II and vehicle communications.
• CRM or ticketing system experience; HubSpot is a plus.

Responsibilities

• Manage and resolve inbound support tickets through HubSpot CRM with accurate documentation.
• Conduct outbound calls to troubleshoot and resolve issues with automotive diagnostic tools and software.
• Provide step-by-step guidance on product installation, configuration, connectivity, and usage.
• Diagnose hardware and software issues across diagnostic platforms and OEM tools.
• Escalate complex issues to Tier 2 support with thorough documentation.
• Maintain detailed ticket records and meet defined SLA targets.
• Collaborate with Support & Operations to improve knowledge base content and processes.
• Stay current on product updates and OEM software changes through ongoing training.

Skills

Technical support

Customer-facing

Communication skills

Team collaboration

High-volume environment

Tools

wiTECH

GM MDI

Autel

Ford VCM

Job description

ABOUT AE SOLUTIONS

AE Solutions (AE Tools Holdings, LLC) is a fast-growing technology solutions company serving customers across automotive diagnostics, managed services, and rugged field technology. We support a rapidly expanding customer base that includes independent repair shops, dealership networks, fleet operations, utility sector, state DOTs and enterprise accounts nationwide. Our support team plays a critical role in the customer experience, and we take pride in the quality and responsiveness of the help we provide.

POSITION SUMMARY

The Technical Solutions Agent (TSA) is a front-line technical support role responsible for delivering high-quality, outbound-driven support to AE Solutions customers. TSAs work primarily through HubSpot ticketing and direct outbound phone calls, resolving technical issues related to automotive diagnostic tools and software. This is a fast-paced, high-volume environment that requires strong communication skills, technical aptitude, and a genuine commitment to customer satisfaction.

CORE RESPONSIBILITIES

Core responsibilities include, but are not limited to:

• Manage and resolve inbound support tickets through HubSpot CRM, ensuring timely follow-up and accurate documentation
• Conduct outbound calls to customers proactively to troubleshoot, diagnose, and resolve issues with automotive diagnostic tools and software
• Provide step-by-step technical guidance on product installation, configuration, connectivity, and usage
• Diagnose hardware and software issues related to automotive diagnostic tools (including platforms such as wiTECH, Ford IDS, Toyota GTS+ and related OEM systems)
• Escalate complex or unresolved issues to Tier 2 support or product specialists with thorough documentation
• Maintain accurate and detailed ticket records in HubSpot, including issue descriptions, troubleshooting steps taken, and resolutions
• Meet or exceed defined SLA targets for response time, resolution time, and customer satisfaction
• Collaborate with the broader Support & Operations team to identify recurring issues, improve knowledge base content, and contribute to process improvements
• Stay current on product updates, new tools, and OEM-specific diagnostic software changes through ongoing training

Preferred Qualifications

• 1-3 years of experience in a technical support, help desk, or customer-facing troubleshooting role
• Hands-on experience with automotive diagnostic tools (e.g., wiTECH, GM MDI, Autel, Ford VCM, or similar interfaces/ tools)
• Familiarity with automotive electronics, OBD-II systems, and vehicle communication protocols
• Experience working in a high-volume ticket and call environment
• Proficiency with CRM or ticketing platforms; HubSpot experience is a strong plus
• ASE certification or formal automotive/electronics trade background is not required

Core Competencies (All Candidates)

• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
• High attention to detail and thorough documentation habits
• Self-motivated with the ability to manage and prioritize a queue of open tickets
• Professional and patient demeanor when working with frustrated or confused customers
• Ability to learn new tools and product lines quickly
• Team-oriented with a collaborative mindset