POSITION SUMMARY: Our team is seeking a highly skilled Technical Support Engineer that will provide advanced remote technical support for our cutting-edge vehicle telematics systems. This role involves supporting both device and hosted software solutions, as well as managing case resolution and contributing to the ongoing enhancement of our technical support processes. The ideal candidate will have extensive hands-on experience with field vehicle telematics installations, excel in customer relations, and demonstrate proficiency in direct customer communications. This position also requires close collaboration with field engineers to resolve complex technical issues and ensure optimal customer satisfaction. KEY 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. QUALIFICATIONS: Competencies: * 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. * Experience with data analysis, database queries, and SQL scripting is advantageous. * 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. * Knowledge of commercial vehicle telematics standards (such as J1939, OBDII, & RP1226) is preferred. EXPERIENCE/TRAINING * Bachelor's degree in technical discipline or equivalent experience. * Minimum of 3 years of relevant experience in technical support or a related field. * Technician certification or equivalent training/experience is preferred. TECHNICAL EXPERIENCE: * 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. WORK ENVIRONMENT: * Ability to work at a desk for extended periods and communicate effectively in virtual settings. * Capable of managing a dynamic workload with minimal supervision. * No travel required.