
Customer Support Engineer
We are looking for a highly skilled and customer-oriented professional to join our team as a Customer Support Engineer. In this role, you will be the technical expert for our product suite, providing advanced support and deep technical knowledge to our customers. Your expertise in areas such as APIs, SAML, SSO, Integrations, and data connectors will be crucial in resolving complex technical issues and ensuring customer satisfaction. You will play a key role in delivering exceptional support experiences, requiring strong problem-solving abilities and the capacity to communicate technical concepts clearly and effectively.
What’s Fleetio?
Fleetio (pronounced "flee-tee-oh”) is a leading provider of fleet management SaaS that helps organizations of all sizes track, analyze, automate, and manage their vehicles and equipment. With a purpose-built, easy-to-use, and comprehensive suite of tools and features, Fleetio makes it easy for fleet managers to optimize their operations, reduce costs, and improve safety and compliance.
A little about us…Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!
What You'll Be Doing
Act as the primary point of contact for advanced technical support and product-related inquiries from customers, ensuring a high standard of service and expertise.
Provide exceptional customer support through email and live customer calls while maintaining professionalism and empathy in all interactions.
Demonstrate deep knowledge of our product suite, including its features, functionalities, and technical integrations (APIs, SAML, SSO, etc.).
Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions that meet customer needs.
Investigate and analyze technical problems reported by customers, working closely with the product and engineering teams to identify root causes and implement solutions.
Develop and maintain detailed technical documentation, including FAQs, knowledge base articles, and developer API documentation.
Troubleshooting guides, to empower customers and Tier 1 and Tier 2 agents.
Conduct in-depth training sessions for customers on an “as needed” basis, helping them fully understand and leverage the software’s capabilities.
Collaborate closely with product development and quality assurance teams to relay customer feedback, suggest enhancements, and ensure timely resolution of bugs and issues.
Stay informed on industry trends and best practices related to our software, sharing insights and recommendations with customers to help them optimize their use of the product.
Continuously seek opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.
Qualifications:
Experience: 3+ years of experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position.
Technical Skills:
Familiar with MVC (Model, View, Controller) design pattern
Comfortable navigating a large/scaled codebase in order to understand back end API behavior, or potential bugs to communicate in escalations
Experience testing API endpoints, familiarity with basic API back end
Proficiency in troubleshooting and resolving issues with APIs, SAML, SSO, integrations, and data connectors.
Familiarity or experience with Ruby on Rails
Experience with Git and GitHub
Familiarity with RESTful services, JSON, XML, OAuth, Python, and other web technologies.
Experience with network protocols, authentication methods, and security protocols.
Understanding of relational database concepts, and experience with SQL.
Problem-Solving Skills: Ability to think critically and methodically to diagnose and resolve complex technical issues.
Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information clearly to both technical and non-technical audiences.
Customer Focus: Strong customer service orientation with a commitment to resolving customer issues effectively and efficiently.
Team Player: Ability to work collaboratively within a team environment and across departments, most especially interfacing with Engineering groups.
Preferred Qualifications:
Experience with customer support tools like Zendesk, Salesforce, or similar platforms.
Familiarity with cloud services (e.g., AWS, Azure) and DevOps practices.
Previous experience in a SaaS environment.
Certifications or experience related to troubleshooting/testing APIs, SAML, or other relevant technologies.
Considered a plus
Fleet management and/or fleet management software experience.
Ability to speak more than one language other than English.
Benefits
100% health/dental coverage (50% coverage for family)
Vision insurance
Incentive stock options
401(k) match of 4%
PTO - 4 weeks
10 company holidays + 2 floating holidays
Parental and bonding leave
Dependent care and medical FSA
Short and long term disability
Community service funds
Professional development funds
Health and wellness initiatives
Mac laptop + new hire equipment stipend
Monthly catered lunches
Fully stocked kitchen with tons of drinks & snacks
Remote working friendly since 2012 #LI-REMOTE
Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.
This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.
If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500.
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