Technical Support Engineer

Tractian; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Premium Medical, Dental, and Vision Coverage

Paid Time Off (PTO): 15 Days

401(k) Retirement Plan

Language Learning Opportunities

Gympass Membership

Sports Incentive

Long-Term Benefit: Funded trip after 4 years

Job summary

Tractian is seeking a Technical Support Engineer to drive customer satisfaction through expert troubleshooting and support. The role involves diagnosing technical issues, collaborating with teams for improvements, and fostering customer relationships. Exceptional communication skills and a strong background in industrial processes are key to success in this position.

Qualifications

• 5+ years in industrial manufacturing environments.
• Experience with vibration spectrum analysis and PdM tools.
• Ability to work Eastern Standard Time (EST) hours.

Responsibilities

• Troubleshoot mechanical issues and provide client support.
• Collaborate with development for product improvement.
• Develop support resources for clients and team.

Skills

Vibration Analysis

Troubleshooting

Communication

Technical Support

Tools

HubSpot CRM

Job description

Customer at Tractian

The Customer team is the cornerstone of renewals and expansion at Tractian, driving lifetime value, retention, and growth within our global customer base. By deepening relationships with industry leaders like Hyundai, Bosch, and Kraft Heinz, we ensure our Enterprise clients achieve unparalleled success with Tractian solutions. As recognized innovators in industrial technology, our team delivers immediate ROI, fosters long-term partnerships, and drives world-class net revenue retention. At Tractian, every team member is empowered to make a meaningful impact, rewarded for excellence, and supported in creating lasting value for our customers.

What you'll do

As a Technical Support Engineer, you’ll troubleshoot mechanical issues, provide timely solutions, and ensure exceptional client satisfaction. You’ll collaborate with the development team to improve our products, deliver remote support via Helpdesk and email, and document actions in HubSpot CRM. Additionally, you’ll create support materials and share your expertise to drive technical reliability and customer success.

Responsibilities

• Diagnose and troubleshoot mechanical issues using vibration spectrum analysis, advanced PdM tools, and customer-provided context.
• Resolve complex technical problems by delivering accurate and timely engineering solutions.
• Collaborate with the development team to report bugs and recommend improvements based on client feedback and technical insights.
• Deliver exceptional technical support via Helpdesk, email, and remote sessions, ensuring prompt issue resolution and thorough documentation in HubSpot CRM.
• Develop and maintain support resources, including documentation and knowledge bases, to empower both clients and the team with technical expertise.
• Foster customer satisfaction by actively listening to client needs and consistently providing outstanding service.

Requirements

• Vibration Analysis CAT III certification.
• At least 5 years of experience troubleshooting in industrial manufacturing environments.
• Ability to work Eastern Standard Time (EST) hours.
• Exceptional verbal and written communication skills, with the ability to convey technical concepts clearly.
• Comprehensive knowledge of industrial processes and PPCM (Planning, Programming, and Control of Maintenance) operational routines.

Compensation

Competitive Salary

Premium Medical, Dental, and Vision Coverage

Paid Time Off (PTO): 15 Days

401(k) Retirement Plan

Language Learning Opportunities - Take advantage of optional, fully funded Portuguese or Spanish courses to enhance your skills and global reach.

Gympass Membership - Access a wide range of gyms and training programs.

Sports Incentive - Receive a monthly bonus when you regularly participate in physical activities.

Long-Term Benefit - After four years of service, earn a fully funded trip anywhere in the world.