1 day ago
Remote, CanadaMid Level / Senior
H1B Sponsor
Responsibilities
- Serve as the final escalation point for intricate ELD compliance product issues.
- Own the end-to-end lifecycle of complex product issues, coordinating with R&D for timely fixes.
- Analyze device telemetry and fleet-level patterns to create actionable technical narratives.
- Provide technical support for audits and inspections in collaboration with various teams.
- Drive continuous product improvement through post-mortem analyses.
- Collaborate with Support and R&D teams to resolve customer issues and escalations.
- Lead technical feedback for new products to ensure supportability.
- Define success criteria and operational runbooks for new feature launches.
- Develop internal tools to accelerate ticket resolution and trend analysis.
- Provide technical coaching and conduct case reviews for support engineers.
Requirements
- B.S. in Computer Science, Engineering, or a related technical field.
- 6+ years of experience in technical support, field engineering, or systems engineering.
- Familiarity with ELD related rules and regulations.
- Excellent customer service and interpersonal skills.
- Strong written and verbal communication skills.
- Technical know-how with SaaS systems and ability to translate complex concepts.
- Demonstrated resourcefulness, creativity, and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic work environment.
- Experience in direct customer interaction and incident response.
Benefits
- Flexible, employee-led remote working model.
- Professional development stipend.
- Comprehensive health and parental leave plans.
- Above-market total compensation including performance-based bonuses and equity.