Technical Support Specialist

Safe Fleet•Lone Jack, MO

30d•Hybrid

About The Position

The Technical Support Specialist is a customer-facing, hands-on role responsible for providing technical support, field service, and installation assistance for hardware and software solutions. This position performs equipment installations, diagnostics, maintenance, and troubleshooting both remotely and at customer sites to ensure reliable product performance. The Technical Support Specialist partners closely with customers and cross-functional teams to resolve technical issues, provide product training, support new deployments, and deliver an exceptional customer experience. This role involves customer-facing interactions through new customer onboarding, user experience training, and day-to-day communications. The specialist will respond promptly to customer requests via the support line and ticketing system, proactively monitor customer product health, and identify emerging trends. Responsibilities include hands-on in-field troubleshooting and installations on tractor trailers for current customers, overseeing equipment installations on vehicles/trailers, and training OEMs on proper installation and troubleshooting procedures. The role requires close collaboration with Sales, Solutions Engineering, and Customer Success teams to assist with customer requests and communicate customer input internally. Additionally, the specialist will work with the Road Ready development team to identify bugs, resolve customer-facing issues, and relay customer feedback. Support for pilots/trials includes pre-sale discovery discussions, solution reviews, and hardware installations. The role involves diagnosing and resolving product issues both remotely and in-field. Other duties as assigned.

Requirements

2+ years of relevant technical and customer support experience.
IT, engineering/technical background preferred.
Hands-on role must be comfortable working in field (installs, troubleshooting) on vehicles and trailers.
Mechanical aptitude – comfortable working with wiring and power tools as needed.
Common knowledge of 12 VDC wiring and cellular network operations.
Knowledge of API data utilization through 3rd party groups.
Experience creating dynamic Excel and Power BI tools.
Must be presently classified as a “US Person" which includes: a United States citizen; a permanent legal resident (green card holder); or a protected individual (refugee/asylum status) due to ITAR/EAR requirements.

Nice To Haves

4-year bachelor’s degree in engineering, Computer Science, or technical related field.

Responsibilities

Provide technical support, field service, and installation assistance for hardware and software solutions.
Perform equipment installations, diagnostics, maintenance, and troubleshooting both remotely and at customer sites.
Partner closely with customers and cross-functional teams to resolve technical issues.
Provide product training to customers and OEMs.
Support new deployments and deliver an exceptional customer experience.
Respond timely to customer requests through the support line and ticketing system.
Proactively monitor customer product health and identify emerging trends.
Perform hands-on in-field installations and troubleshooting on tractor trailers.
Oversee equipment installations on vehicles/trailers and train OEMs on proper installation procedures and troubleshooting.
Work closely with Sales, Solutions Engineering and Customer Success teams to assist with customer requests or troubleshooting.
Communicate customer input with internal cross-functional teams.
Work closely with the Road Ready development team to identify bugs and resolve customer-facing issues.
Communicate customer feedback to the development team.
Support pilots/trials through pre-sale discovery discussions, solution review, and hardware installs.
Diagnose and resolve product issues both remote and in-field.
Other duties as assigned.