Support Engineer

ONETRACK.AI

1d•Remote

About The Position

OneTrack enables effortless logistics operations for the world's largest brands and logistics companies. We do this by deploying camera sensors and other data capture devices along with our mission control platform and AI agents across their operations. We think in decades and not VC-fund cycles, and we're committed to delivering real value to an industry that needs us right now. Every team member is laser-focused on growing the value of our scalable computer vision platform, expanding into new markets, industries, and use cases. Today, OneTrack is deployed in hundreds of warehouses across North America working with companies like Kellanova, Ryder, Church & Dwight, ID Logistics, and many more. We're off to a big start, and we're doing it on our terms and timelines. As a Support Engineer at OneTrack, you will serve as the front line for client and internal technical support. This role is ideal for someone with a software or computer science background who wants to apply those skills in a fast-paced, real-world environment—writing automations, troubleshooting technical issues, and working directly with the tools and systems that power our operations.

Requirements

Bachelor's degree or Associate's degree in Computer Science, Information Technology, or a related technical field—or equivalent experience (bootcamp certificate, demonstrable self-taught skills)
Basic Python proficiency as well as SQL understanding
Comfortable working in a command line from time to time
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication for client facing communication
Comfortable working remotely and managing your own time effectively

Nice To Haves

Previous experience in a support, helpdesk, or technical operations role is a plus but not required

Responsibilities

Handle Tier 1 and Tier 2 client support tickets, resolving issues related to sensor connectivity, agentic AI, and other platform functionality
Provide internal technical support to field services and operations teams
Use AI to build tools that automate support processes, enhance monitoring visibility, and reduce issue resolution times.
Use and help refine tools for ticket management, diagnostics, and reporting
Document troubleshooting procedures and contribute to knowledge base articles
Escalate complex issues to engineering with clear, detailed technical context
Analyze support trends to identify recurring issues and recommend solutions