Technical Support Engineer

Swooped; United States; On-site; USD 75,000 - 95,000; Full time

Job summary

Join a forward-thinking company revolutionizing transportation through cutting-edge technology. As a Technical Support Engineer, you'll provide advanced remote support for vehicle telematics systems, ensuring customer satisfaction and optimal operation. This role requires collaboration with field engineers and a commitment to continuous improvement. If you excel in customer relations and have a passion for technology, this is the perfect opportunity to grow within a rapidly expanding team. Be part of a dynamic environment where your contributions will significantly impact the future of fleet safety solutions.

Qualifications

• Proven experience in field vehicle telematics installation and support.
• Exceptional customer service skills with strong communication abilities.
• Expertise in managing and resolving customer inquiries.

Responsibilities

• Deliver expert-level technical support for telematics installations.
• Develop comprehensive support documentation and training materials.
• Act as a liaison between internal teams and customers for issue resolution.

Skills

Technical Support

Customer Service

Troubleshooting

Data Analysis

SQL Scripting

12V Installation

Education

Bachelor’s Degree in Technical Discipline

Technician Certification

Tools

Salesforce

Smartsheet

MS Office

Job description

1 day ago Be among the first 25 applicants

Our client harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. The company is a leader in fleet safety solutions. With growth exceeding 4x year over year, the company's solution is quickly being recognized as a significant disruptive technology. The team is growing, and forward-thinking, uncompromising, competitive team members are needed to continue to facilitate growth.

About The Role

The team is seeking a highly skilled Technical Support Engineer that will provide advanced remote technical support for cutting-edge vehicle telematics systems. This role involves supporting both device and hosted software solutions, as well as managing case resolution and contributing to the ongoing enhancement of technical support processes.

The ideal candidate will have extensive hands-on experience with field vehicle telematics installations, excel in customer relations, and demonstrate proficiency in direct customer communications. This position also requires close collaboration with field engineers to resolve complex technical issues and ensure optimal customer satisfaction.

Key Responsibilities

• Deliver expert-level technical support to guarantee the effective operation and implementation of telematics installations.
• Develop and maintain comprehensive support documentation, including how-to guides and training materials.
• Act as a liaison between internal teams, field engineers, and customers to facilitate seamless communication and issue resolution.
• Escalate and manage complex support issues by working collaboratively with engineering and development teams.
• Oversee proper installation procedures for hardware and software, focusing on field vehicle telematics.
• Handle direct customer interactions professionally, providing timely and effective solutions.
• Track and manage support tickets, ensuring accountability and timely follow-ups.
• Participate in product testing and quality assurance/quality control efforts.
• Contribute to continuous improvement initiatives by recommending enhancements to support processes and technologies.
• Engage in ongoing professional development through training and industry research.

Qualifications

• Proven experience in field vehicle telematics installation and support.
• Exceptional customer service skills with strong verbal and written communication abilities.
• Demonstrated expertise in managing and resolving direct customer inquiries.
• Experience working collaboratively with installation technicians and cross-functional teams.
• Strong troubleshooting skills, particularly in software installation and operational procedures.
• Expertise in 12V in-vehicle installation processes and troubleshooting techniques.
• Experience with data analysis, database queries, and SQL scripting is advantageous.
• Ability to manage multiple tasks and work effectively in a diverse, international team environment.
• Excellent time management and organizational skills, with the ability to prioritize a demanding workload.
• Knowledge of commercial vehicle telematics standards (such as J1939, OBDII, & RP1226) is preferred.

Experience / Training

• Bachelor’s degree in technical discipline or equivalent experience.
• Minimum of 3 years of relevant experience in technical support or a related field.
• Technician certification or equivalent training/experience is preferred.

Technical Experience

• Proficiency in 12V & 24V vehicle systems.
• Strong knowledge of Windows and MS Office (Word, Excel, PowerPoint, SharePoint).
• Experience with Salesforce, Smartsheet, and database query tools.
• Ability to work at a desk for extended periods and communicate effectively in virtual settings.
• Capable of managing a dynamic workload with minimal supervision.

Salary Range

$75,000—$95,000 USD

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Engineering

• Industries

  Computer and Network Security and Technology, Information and Media

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