Support Engineer – Americas (NAMER)

Veridapt•Florida, FL

7d•Remote

About The Position

VERIDAPT is seeking a Support Engineer to join its Customer Support team, reporting to the Customer Support Team Lead (Americas). The role delivers technical support to customers and partners and helps ensure reliable performance of VERIDAPT’s industrial IoT hardware, software, and fuel management solutions. The Support Engineer troubleshoots technical issues, resolves incidents, and supports deployment and upgrades of VERIDAPT technology. Support is primarily remote, with occasional onsite assistance. The role works across hardware and software systems, investigates complex technical challenges, and contributes to improvements in products, processes, and customer experience. The position supports customers across the Americas and beyond and may participate in on-call arrangements. Applicants must have full, unrestricted working rights in the United States. Visa sponsorship is not available now or in the future.

Requirements

A degree in Electrical, Electronics, Computer or Systems Engineering, Computer Science, Information Technology, or a related discipline; alternatively, an equivalent technical qualification with relevant hands-on experience.
Recent graduates with relevant internship, co-op, or industry experience are encouraged to apply.
Strong technical troubleshooting and problem-solving skills, including investigating hardware and software issues.
A good understanding of computer networking, connectivity, and IT systems.
Some exposure to Linux and scripting languages such as Bash, Python, or PowerShell.
Familiarity with ticketing and issue-tracking systems such as HubSpot or Jira.
Excellent written and verbal English communication skills, including the ability to explain technical information clearly.
Strong organizational skills, attention to detail, and ability to manage competing priorities.
Proficiency in Microsoft Office applications.
A valid US driver's license and willingness to travel domestically and internationally as required.
Full, unrestricted working rights in the United States; visa sponsorship is not available.

Nice To Haves

ITIL 4 Foundation, CompTIA A+, Network+, or similar technical certifications.
Experience with instrumentation and control systems.
Previous exposure to industrial IoT, fintech, mining, or rail industries.
Experience supporting cloud-connected applications, hardware integrations, or remote monitoring systems.

Responsibilities

Provide remote and occasional onsite technical support to customers and service partners, resolving issues in a timely and effective manner.
Monitor and manage support tickets, troubleshoot incidents, and resolve issues in line with service level agreements (SLAs).
Investigate and troubleshoot hardware, software, networking, cloud connectivity, and data synchronization issues.
Analyze system logs, alerts, and monitoring tools to identify root causes and implement solutions.
Support deployment, configuration, and upgrades of VERIDAPT applications, hardware, and firmware.
Coordinate system updates, testing, and change management activities to minimize disruption to customer operations.
Prepare technical reports, maintain accurate support records, and develop technical documentation and troubleshooting guides.
Collaborate with engineering, product, and customer-facing teams to escalate issues, share insights, and improve product performance.
Build working relationships with customers and service partners, providing clear communication and technical guidance.
Identify opportunities to improve support processes, product functionality, and customer experience.
Participate in on-call support arrangements when required.

Benefits

Four weeks of PTO per year and 10 days of sick leave, plus more.
Genuine remote work from home in the US and a company laptop.
Health insurance (Cigna Gold Plan), Guardian Dental, and Vision.
$350 USD remote work setup allowance.
$200 USD annual wellbeing allowance.
Two paid VERI GOOD Days each year to give back to a cause of choice.
Enhanced paid parental leave of 2–4 weeks in addition to legislated entitlements.
Coaching and counselling through the Employee Assistance Program.
$2,000 USD employee referral payment.
Ongoing learning and development through virtual and in-person training.
Opportunity to work with innovative technology intended to make mining operations safer, smarter, and more sustainable.