Technical Support Engineer

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

Location - Tucson, AZ (100% Onsite)

Duration - 24 months of Contract with a possibility if extension or conversion on basis of performance and business needs

Travel

Up to 25% domestic travel

Join a team supporting one of the world's most advanced mining technology platforms.

We are seeking a Product Service Engineer I to support a cloud-based fleet management solution used by leading mining and quarry operations worldwide. This role is ideal for engineers who enjoy troubleshooting complex technical issues, working directly with customers, and collaborating with software engineering teams to improve product performance.

What You'll Do

• 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 closely 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

What We're Looking For

2+ years of experience 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

Knowledge of:

• TCP/IP Networking
• Ethernet
• DNS
• Connectivity Troubleshooting
• AWS, Azure, or other cloud platforms
• SQL and databases

Experience working directly with customers and handling technical escalations

Nice to Have

• Power BI or Tableau
• Mining, industrial, fleet management, or IoT systems experience

Ideal Backgrounds

• Technical Support Engineer
• Technical Solutions Engineer
• Customer Support Engineer

Why Apply?

• Work with cutting-edge cloud and mining technology
• Partner directly with engineering and product teams
• Solve real-world technical challenges for global customers
• Excellent opportunity to grow into a Subject Matter Expert (SME)

If you have experience troubleshooting SaaS applications, cloud environments, networking, SQL, and customer-facing technical issues, we'd love to hear from you.