Product Support Engineer

📋 Description

• Final escalation point for the ELD compliance product for post-sales customers.
• Own end-to-end lifecycle of complex product issues; coordinate Jira with R&D to drive fixes.
• Analyze device telemetry and fleet patterns; translate data into actionable narratives.
• Drive product improvements via post-mortems; identify root causes and trends.
• Define success criteria, validation plans, and runbooks for new launches.
• Develop internal tools to accelerate ticket resolution and trend analysis.

🎯 Requirements

• B.S. in CS, Engineering, or related technical field.
• 6+ years in technical support, field or systems engineering with distributed hardware-integrated products.
• Familiarity with ELD rules and regulations.
• Excellent customer service and interpersonal skills; ability to influence across the company.
• Strong written and verbal communication; able to discuss technical concepts clearly.
• Technical know-how interfacing with engineers and working with SaaS systems.
• Experience with direct customer interaction, incident response, and after-hours/on-call cadence.

🎁 Benefits

• Flexible, employee-led remote model; offices open for in-person work.
• Professional development stipend.
• Comprehensive health and parental leave plans.
• Total rewards with above-market compensation and equity where eligible.