Fleetio is hiring a
Customer Support Engineer

Summary

Join our team as a Customer Support Engineer and become the technical expert for our product suite, providing advanced support and deep technical knowledge to our customers.

Requirements

• Experience: 3+ years of experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position
• Technical Skills: Proficiency in troubleshooting and resolving issues with APIs, SAML, SSO, integrations, and data connectors
• Problem-Solving Skills: Ability to think critically and methodically to diagnose and resolve complex technical issues
• Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information clearly to both technical and non-technical audiences
• Customer Focus: Strong customer service orientation with a commitment to resolving customer issues effectively and efficiently
• Team Player: Ability to work collaboratively within a team environment and across departments, most especially interfacing with Engineering groups

Responsibilities

• Act as the primary point of contact for advanced technical support and product-related inquiries from customers
• Provide exceptional customer support through email and live customer calls while maintaining professionalism and empathy in all interactions
• Demonstrate deep knowledge of our product suite, including its features, functionalities, and technical integrations (APIs, SAML, SSO, etc.)
• Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions that meet customer needs
• Investigate and analyze technical problems reported by customers, working closely with the product and engineering teams to identify root causes and implement solutions
• Develop and maintain detailed technical documentation, including FAQs, knowledge base articles, troubleshooting guides, to empower customers and Tier 1 and Tier 2 agents
• Conduct in-depth training sessions for customers on an “as needed” basis, helping them fully understand and leverage the software’s capabilities
• Collaborate closely with product development and quality assurance teams to relay customer feedback, suggest enhancements, and ensure timely resolution of bugs and issues
• Stay informed on industry trends and best practices related to our software, sharing insights and recommendations with customers to help them optimize their use of the product
• Continuously seek opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives

Preferred Qualifications

• Experience with customer support tools like Zendesk, Salesforce, or similar platforms
• Familiarity with cloud services (e.g., AWS, Azure) and DevOps practices
• Previous experience in a SaaS environment
• Certifications related to APIs, SAML, or other relevant technologies

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 10 company holidays + 2 floating holidays
• Parental and bonding leave
• Dependent care and medical FSA
• Short and long term disability
• Community service funds
• Professional development funds
• Health and wellness initiatives
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE