Highly Skilled Technical Specialist
1 day ago
The Designated Support Engineer plays a critical role in providing technical support and executive-level communications to customers.
As a key member of our Global Technical Support organization, you will build strong relationships with customers, resolve complex issues, and drive business outcomes through your expertise.
- Act as the primary technical point of contact for Enterprise Accounts.
- Oversee the resolution of cases, building partnerships, and delivering an exceptional support experience.
- Collaborate with Customer Success Managers to manage escalations and ensure timely issue resolution.
- Take end-to-end ownership of customer issues, including troubleshooting, root cause analysis, and issue resolution.
- Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
- Build strong relationships with technical contacts at customers, providing feedback on training and documentation to improve product knowledge.
- Assess risk and mitigate issues related to product releases and key dates.
- Oversee all Support activities on a macro level, analyzing data to monitor account health and trends.
- Identify customer education needs and document product gaps and enhancements for advocacy purposes.
- Minimum 1.5+ years of experience in Customer Support and technical support.
- Excellent customer communication skills and analytical/problem-solving skills.
- Strong knowledge of Products, particularly Compliance, Asset, and/or Safety.
- Excellent troubleshooting skills, including log parsing, SQL, scripting languages, and code review.
- Familiarity with hardware devices, firmware upgrades, change management, and related testing practices.
- Experience with Third-Party integrations, such as Transportation Management or Fleet Maintenance systems.
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