Product Support Engineer

Overview

Product Support Engineer responsible for escalating and resolving complex ELD compliance product issues for post-sales customers, ensuring accurate Hours of Service (HOS) and Records of Duty Status (RODS) recording.

What you'll do

• Act as the final escalation point for intricate ELD compliance product issues.
• Own the end-to-end lifecycle of complex product issues by coordinating with R&D and Jira tickets.
• Analyze device telemetry and fleet-level patterns to translate logs into technical narratives.
• Provide technical support for audits and inspections with Escalations, Product, and Legal teams.
• Lead post-mortem analyses to identify root causes, systemic issues, learnings, and trends.
• Develop or contribute to internal tools to accelerate ticket resolution and trend analysis.
• Provide technical coaching and conduct case reviews for support engineers.

What you'll need

• 6+ years of experience in technical support, field engineering, or systems engineering with distributed, hardware-integrated products.
• Familiarity with ELD related rules and regulations.
• Excellent customer service and interpersonal skills, with ability to influence across roles.
• Excellent written and verbal communication skills for technical and conversational levels.
• Comfort interfacing with engineers, translating complex concepts to everyday language, and working with SaaS systems.
• Demonstrated resourcefulness, creativity, and problem-solving skills.
• Experience with direct customer interaction, incident response, and rotational after-hours/on-call support cadence.

Details

• Employment posting indicates “#LI-hybrid”.