Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Technical Support Engineer providing frontline support for enterprise customers in the fleet mobility industry. Collaborating with product teams to resolve complex technical issues and improve product quality.
Responsibilities
- Serve as the frontline technical problem-solver for high-value enterprise customers, diagnosing and resolving complex product issues under pressure
- Apply advanced troubleshooting techniques to tackle challenging technical problems when standard solutions fail
- Master Autofleet's entire product ecosystem and continuously expand your technical knowledge to stay ahead of evolving features
- Collaborate directly with Product and R&D teams to investigate critical bugs, escalate urgent customer pain points, and influence product development
- Take part in customer meetings, help with integrations, and dive deep into real-world use cases to understand exactly how our solutions are being implemented with our products.
- Provide expert guidance on product configuration to optimize performance for each customer's unique environment
Requirements
- At least 3 years in technical support engineer or similar technical role
- Strong customer-facing skills
- Experience working with JSON, SQL, APIs, and webhooks for diagnosing and resolving issues.
- Familiar with GCP, Jira, Intercom, and Notion- an advantage
- Solid technical aptitude and a passion for learning new technologies, products, and methodologies
- Experience with log analysis and error debugging.
- Ability to multi-task and prioritize effectively while handling urgent issues.
- Experience with web technologies and scripting languages - nice to have
- Fantastic spoken and written English
- Location (N.A)- must be located in North America
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