Product Support Engineer
Core
Technical leader serving as the final escalation point for ELD compliance product issues, ensuring 100% accuracy in recording Hours of Service and Records of Duty Status for customers in the transportation industry.
Role type
Senior IC Compliance Product Support Engineer
Builds
ELD compliance software components and fleet safety solutions for the transportation industry
Domain
Transportation / IoT / Regulatory Compliance
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
ELD regulations knowledge, distributed hardware-integrated product support, data telemetry analysis, root cause analysis, technical coaching, incident response, SaaS systems proficiency
Preferred skills
Fleet regulatory requirements experience, Telematics industry experience, Python, SQL, Tableau
Technologies
Jira, Tableau, Python, SQL
Responsibilities
Serve as final escalation point for intricate ELD compliance product issues; Own end-to-end lifecycle of complex product issues coordinating with R&D; Analyze device telemetry and fleet-level patterns; Provide technical support for audits and inspections; Drive continuous product improvement via post-mortem analyses; Collaborate with teams to resolve customer issues using trend analysis; Lead technical feedback for new products; Define success criteria and operational runbooks for new feature launches; Develop internal tools to accelerate ticket resolution; Provide technical coaching and conduct case reviews for support engineers
