Technical Solutions Specialist
1 day ago
This role offers an opportunity to join a dynamic team as a Technical Solutions Specialist. As part of this team, you will be responsible for delivering high-quality technical support to customers. You will work closely with internal stakeholders to identify and resolve complex technical issues. Your expertise in troubleshooting, analysis, and problem-solving will be essential in providing timely and effective solutions.
Key Responsibilities:- Technical Support: Own and resolve high-priority, technically complex issues for enterprise customers via email, phone, and chat.
- Escalation Management: Act as the point of escalation for frontline support engineers and manage end-to-end resolution for advanced cases.
- Troubleshooting and Analysis: Troubleshoot and analyze data from telematics devices, dashcams, APIs, mobile apps, and customer environments.
- Collaboration: Collaborate with Engineering and Product teams to identify and resolve bugs, contribute to hotfixes, and improve product stability.
- Documentation: Document troubleshooting steps, known issues, and best practices to contribute to internal knowledge bases.
- Customer Success: Partner with Customer Success Managers (CSMs) and Enterprise Account Managers (EAMs) to ensure customer satisfaction and retention.
You will thrive in a fast-paced, collaborative environment with shifting priorities. Strong communication and teamwork skills are essential for success in this role.
What We're Looking For- 2-3+ years in a technical support, systems engineering, or similar role, preferably supporting SaaS or IoT products.
- Strong troubleshooting skills in Networking, APIs, Linux systems, mobile platforms (iOS/Android), or hardware devices.
- Experience working with enterprise customers and managing escalations with professionalism and urgency.
- Familiarity with tools such as Salesforce, Zendesk, Jira, Kibana, or equivalent CRM/log analysis platforms.
- Excellent verbal and written communication skills with the ability to simplify technical concepts for non-technical users.
We value diversity and inclusion and welcome applicants from different backgrounds, experiences, abilities, and perspectives.
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