Technical Support Specialist

About the Role

The Technical Support Specialist position at Safe Fleet involves a direct customer service role that blends technical expertise with hands-on fieldwork. It encompasses providing comprehensive support for hardware and software systems, including performing on-site installations, diagnostics, maintenance, and troubleshooting to assure optimal product performance.

Key Responsibilities

• Engage directly with customers during onboarding, training on user experience, and ongoing support interactions.
• Respond promptly to customer support requests via phone and ticketing platforms.
• Monitor the operational health of customer products and identify potential issues early.
• Perform in-field troubleshooting and installations specifically on tractor trailers and related equipment.
• Manage vehicle and trailer equipment installations and train OEM partners on correct procedures and troubleshooting methods.
• Collaborate with Sales, Solutions Engineering, and Customer Success teams to address customer inquiries and feedback.
• Coordinate with the development team to detect and resolve bugs and integrate customer feedback into product improvements.
• Support pilot programs through pre-sale consultations, solution assessments, and hardware setups.
• Diagnose and fix product issues both remotely and on-site.
• Perform additional responsibilities as assigned.

Additional Information

Compliance with U.S. export control laws mandates that candidates must be classified as a “US Person,” including U.S. citizens, permanent residents, or protected individuals (such as refugees or asylum holders). Safe Fleet is dedicated to fostering a diverse and inclusive workforce.

Qualifications

• Completion of a 2-year technical degree is required.
• Preferably a 4-year bachelor's degree in Engineering, Computer Science, or another technical discipline.
• At least 2 years of relevant technical and customer-facing support experience.
• Background in IT or engineering/technical fields is preferred.
• Must be comfortable with a hands-on role requiring fieldwork on vehicles and trailers.
• Strong mechanical aptitude, including proficiency in wiring and using power tools.
• Familiarity with 12 VDC wiring and cellular network technologies.
• Experience with API data integration via third-party groups.
• Skilled in creating dynamic reporting tools using Excel and Power BI.

Travel Requirements

This role requires travel up to 75% of the time. Candidates should ideally reside near a major airport to facilitate frequent customer visits and business trips.