Technical Support Engineer

Summary

Join Netradyne, a leader in fleet safety solutions, as a Technical Support Engineer. You will provide advanced remote technical support for cutting-edge vehicle telematics systems, supporting both device and hosted software solutions. This role involves managing case resolution, contributing to technical support process enhancements, and collaborating with field engineers to resolve complex technical issues. The ideal candidate will have extensive experience with field vehicle telematics installations, excel in customer relations, and demonstrate proficiency in direct customer communications.

Requirements

• Proven experience in field vehicle telematics installation and support
• Exceptional customer service skills with strong verbal and written communication abilities
• Demonstrated expertise in managing and resolving direct customer inquiries
• Experience working collaboratively with installation technicians and cross-functional teams
• Strong troubleshooting skills, particularly in software installation and operational procedures
• Expertise in 12V in-vehicle installation processes and troubleshooting techniques
• Ability to manage multiple tasks and work effectively in a diverse, international team environment
• Excellent time management and organizational skills, with the ability to prioritize a demanding workload
• Bachelor’s degree in technical discipline or equivalent experience
• Minimum of 3 years of relevant experience in technical support or a related field
• Proficiency in 12V & 24V vehicle systems
• Strong knowledge of Windows and MS Office (Word, Excel, PowerPoint, SharePoint)
• Experience with Salesforce, Smartsheet, and database query tools

Responsibilities

• Deliver expert-level technical support to guarantee the effective operation and implementation of telematics installations
• Develop and maintain comprehensive support documentation, including how-to guides and training materials
• Act as a liaison between internal teams, field engineers, and customers to facilitate seamless communication and issue resolution
• Escalate and manage complex support issues by working collaboratively with engineering and development teams
• Oversee proper installation procedures for hardware and software, focusing on field vehicle telematics
• Handle direct customer interactions professionally, providing timely and effective solutions
• Track and manage support tickets, ensuring accountability and timely follow-ups
• Participate in product testing and quality assurance/quality control efforts
• Contribute to continuous improvement initiatives by recommending enhancements to support processes and technologies
• Engage in ongoing professional development through training and industry research

Preferred Qualifications

• Experience with data analysis, database queries, and SQL scripting is advantageous
• Knowledge of commercial vehicle telematics standards (such as J1939, OBDII, & RP1226) is preferred
• Technician certification or equivalent training/experience is preferred