Technical Support Engineer

Position: ELD Technical Support Engineer

Description:

The ELD Technical Support Engineer provides Level 2 Technical Support Services to both direct customers and Netradyne resellers. Level 2 support includes but is not limited to hardware device and hosted software inquiries, Netradyne Driveri mobile system and supporting applications, operational functionality of solutions, product education, troubleshooting, and improving technical efficiencies of our Netradyne team.  This role requires specific knowledge and skills to support Electronic Data Logs (ELD), including ELD rules and regulations in support of a variety of customer personas including, but not limited to Safety Directors, Operation’s personnel, and Drivers.

Additionally, this role is responsible for supporting our internal Netradyne team  on a variety of requests including troubleshooting, best practice documentation, research and development of support & operational solutions for complex problems, and associated technical issues involving Netradyne Artificial Intelligence hardware-based services.  This role also entails support for wiring, product kitting, troubleshooting, and implementation methods for Field Enablement team members.  Working knowledge of Geotab Software and Services is highly desirable.

Responsibilities:

• Provide efficient support assistance, ensuring the most efficient operation and implementation methods for service delivery
• Work closely with the Netradyne Tier 2 Support and Documentation Teams to keep ‘Help’ and ‘Training’ materials up-to-date and effective for customer utilization
• Support of complex implementation services requiring multiple teams for successful project troubleshooting and completion
• Train and assist customers on proper hardware and software installation practices, including the use of related services and products
• Provide timely and professional technical and application support for all products and services. React with the appropriate level of urgency to issues that may adversely affect a project or customer
• Maintain accountability and ownership of assigned issues and support tickets. Escalate unresolved incidents to development and IT teams per established company procedures
• As required, participate in testing and Quality Assurance/Quality Control of products; assist in QA reporting
• Create and edit technical documentation, including training manuals, procedures, QA scripts and customer support materials. Help develop procedural/technical recommendations for improvement.
• Occasionally act as a liaison between a customer, 3rd party partners and Netradyne

Education, Experience, and Skills Required

• Bachelor's degree in technical discipline, or equivalent level of training/experience
• 3 years’ experience in technical support, software troubleshooting and/or experience in a technical customer service role
• 1-2 years’ experience in supporting ELD Systems, implementations, and ongoing operational support of those systems
• Skilled in testing and installing software and hardware solutions, specifically 12/24v installation practices is a plus
• Skilled in testing (QA) of hardware/software and generating reports to track results
• Vehicle cable installation and routing experience is preferred
• Ability to multi-task and work with a cross-functional international team, including consultants, external partners, and off-shore development teams
• Excellent time management and organizational skills with the ability to prioritize workload
• Strong customer-facing communication skills, both verbal and written
• Interpersonal skills and the ability to collaborate with global teams
• Knowledge of commercial vehicle telematics (such as J1939, ODBII, & RP1226)
• Knowledge of Best Practice Support Techniques

Economic Package Includes:

• Salary $65,000 - $87,500
• Company Paid Health Care, Dental, and Vision Coverage
• Including Coverage for your partner and dependents
• Three Health Care Plan Options
• FSA and HSA Options
• Generous PTO and Sick Leave
• 401(K) 
• Disability and Life Insurance Benefits
• $50 phone stipend per pay period