About the Role
This role involves resolving high-complexity technical escalations by analyzing system behavior, coordinating with engineering teams, and ensuring long-term fixes are implemented to improve product reliability and customer satisfaction.
Responsibilities
- Diagnose and resolve escalated technical issues reported by frontline support teams
- Analyze logs and system data to identify root causes of software and hardware failures
- Collaborate with product and engineering teams to address recurring technical problems
- Provide expert-level guidance on complex troubleshooting procedures
- Document solutions and contribute to internal knowledge databases
- Support deployment and configuration of edge devices in customer environments
- Respond to high-priority incidents with urgency and precision
- Work across time zones to support global customer operations
- Evaluate system performance under real-world conditions
- Assist in improving monitoring tools to detect issues proactively
- Guide junior engineers through complex case resolution
- Participate in on-call rotations for critical system outages
- Verify fixes through testing and customer validation
- Translate technical details for non-technical stakeholders
- Ensure compliance with security and data privacy standards
- Track case metrics and maintain accurate support records
- Assess firmware and software updates for production impact
- Troubleshoot network connectivity issues affecting device performance
- Support integration of new products into existing customer setups
- Conduct post-mortem analyses after major incidents
- Improve escalation workflows to reduce resolution time
- Advocate for customer needs within engineering discussions
- Maintain up-to-date knowledge of evolving product features
- Identify patterns in support tickets to suggest product improvements
- Coordinate with third-party vendors when external systems are involved
Nice to Have
- Experience supporting hardware deployed in vehicles or industrial settings
- Background in SaaS operations with large customer bases
- Knowledge of GPS and telematics systems
- Exposure to edge computing architectures
- Understanding of cybersecurity best practices
- Prior work with remote device management platforms
- Familiarity with over-the-air update mechanisms
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with office and remote flexibility
Team
Part of the global technical support team focused on backend systems and infrastructure
What You’ll Do
- Handle the most challenging technical escalations from customer support teams
- Work directly with engineering to debug and resolve deep technical issues
- Use logs, metrics, and device data to trace problems across distributed systems
- Drive resolution for issues affecting customer operations and safety
- Contribute to long-term fixes by identifying systemic weaknesses
About the Team
- The backline support team specializes in resolving complex technical issues that require deep system knowledge
- Engineers collaborate closely with product, firmware, and cloud teams to improve reliability
- Focus is on minimizing customer downtime and enhancing product robustness
Available for qualified candidates
