AI-Native Technical Support Engineer

Key Responsibilities

• Operate AI-native support workflows
• Use AI to draft customer updates, internal incident summaries, and escalation notes
• Propose likely causes, next-best tests, and targeted data requests
• Validate with evidence and build lightweight automations
• Maintain high signal-to-noise documentation
• Handle Fleet Customer Technical Issues
• Diagnose problems, reproduce bugs, and resolve issues directly when possible
• Guide users through troubleshooting steps with clear, timely updates
• Escalate unresolved issues with complete documentation
• Convert recurring issues into product and technical solutions (AI-native)
• Write crisp problem statements, root-cause hypotheses, and proposed fixes or workarounds
• Define acceptance criteria, rollout plans, and success metrics
• Partner with Product and Engineering to drive items onto the roadmap, ship fixes, and validate post-release
• Build and maintain support knowledge and tooling
• Maintain a knowledge base of common issues and solutions
• Create internal runbooks and troubleshooting checklists
• Identify automation opportunities for deflection and faster resolution
• Track and improve support performance
• Identify top drivers of volume and drive measurable improvements

Requirements

• 1–3+ years in technical support, customer support engineering, implementation support, or similar technical customer-facing roles
• Strong troubleshooting skills across logs, error messages, networking basics, APIs, system configuration, and debugging mobile apps and web portals
• Sufficient backend engineering literacy (Java/Spring Boot, AWS cloud services) to critically evaluate AI-generated technical analysis, validate root-cause hypotheses, and make informed escalation decisions
• AI-forward working style: uses AI assistants daily for synthesis, investigation, writing, and iteration
• Excellent customer communication skills and ability to explain technical concepts clearly
• Excellent written English for technical documentation and customer correspondence
• PREFERRED: B2B enterprise support experience, familiarity with fleet or logistics software, and experience supporting production mobile applications and web portals