Product Support Engineer
Job Summary
We are seeking an experienced Compliance Product Support Engineer to join our Global Technical Support organization. You will serve as the primary technical authority for software components associated with the ELD compliance product, acting as a critical bridge between customers, field teams, and R&D. This role focuses on resolving complex technical escalations, ensuring regulatory data integrity, and maintaining high standards for Hours of Service (HOS) compliance.
Responsibilities
- Manage end-to-end complex product escalations.
- Analyze telemetry and fleet data logs.
- Coordinate with R&D for product fixes and improvements.
- Provide technical support for regulatory audits.
- Develop internal tools and support runbooks.
Required Skills
- B.S. in Engineering or Computer Science.
- 6+ years in technical or systems engineering.
- Knowledge of ELD regulations.
- Proficiency in SaaS and hardware-integrated products.
- Data analysis (Python, SQL, Tableau) is a plus.
Job Details
### Responsibilities
- Serve as the final escalation point for intricate ELD compliance products for post-sales customers.
- Own the end-to-end lifecycle of complex product issues, coordinating Jira tickets with R&D to drive timely fixes.
- Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
- Provide technical support for audits and inspections in collaboration with Escalations, Product, and Legal teams.
- Drive continuous product improvement by leading post-mortem analyses to identify root causes and systemic issues.
- Collaborate with Support and R&D teams to resolve customer escalations and develop superior customer solutions.
- Lead technical feedback for new products to ensure supportability and ease of customer understanding.
- Define success criteria, validation plans, and operational runbooks for new feature launches.
- Develop or contribute to internal tools to accelerate ticket resolution and trend analysis.
- Elevate the organization's technical expertise by providing technical coaching and conducting case reviews.
### Minimum Requirements
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
- 6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
- Familiarity with ELD related rules and regulations.
- Excellent customer service and interpersonal skills with the ability to influence stakeholders.
- Excellent written and verbal communication skills.
- Technical know-how comfortable interfacing with engineers and working with SaaS systems.
- Demonstrated resourcefulness, creativity, and problem-solving skills.
- Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence.
### Preferred Qualifications
- Experience with fleet regulatory requirements for compliance.
- Experience in the Telematics industry.
- Data Analysis skills; Python, SQL, and Tableau.