Customer Support Agent

Expected compensation: 29.00 USD Per Hour HireArt is helping an on-demand, autonomous ride-hailing company find a Customer Support Agent to investigate complex vehicle compute issues and support the safety, reliability, and uptime of its autonomous fleet. In this role, you’ll manage Tier 2 escalations, analyze system logs and fleet telemetry, troubleshoot hardware and software failures, and partner with engineering teams to develop corrective actions and prevent recurring issues. The ideal candidate has experience troubleshooting complex technical systems, conducting root cause investigations, and translating field issues into clear recommendations for support and engineering teams. As a Customer Support Agent, You'll Serve as the primary point of contact for Tier 2 escalations involving compute systems, including GPUs, power supply units, solid-state drives, and networking components. Analyze logs to identify hardware, software, tooling, and process failures across fleet vehicles. Develop and maintain troubleshooting guides for Tier 1 and Tier 2 support teams to support consistent diagnostics across service locations. Lead investigations into new or complex failure modes using root cause analysis methodologies such as 7-Step or 8D. Develop short-term mitigations and long-term corrective actions that improve vehicle safety, system reliability, and fleet uptime. Perform hardware bring-up and validation for new vehicle components. Monitor fleet telemetry to identify early signs of hardware degradation and firmware or software regressions. Translate field failure data into engineering change requests that improve subsystem design and prevent recurring issues. Collaborate with engineering, service, and fleet operations teams to drive issues through resolution. Travel domestically as needed to support fleet operations. Requirements 1+ year of experience in technical support, fleet operations, hardware troubleshooting, or a related roleExperience diagnosing hardware, software, networking, or system-level issuesExperience analyzing technical logs, telemetry, or diagnostic dataStrong written and verbal communication skills with the ability to explain technical findings clearlyAbility to manage multiple escalations while maintaining accuracy and attention to detailStrong analytical and problem-solving skillsAbility to follow established workflows and identify process or operational failuresFlexibility and adaptability in a fast-paced operational environmentAbility to travel domestically as needed Bonus Qualifications Experience with autonomous vehicles, robotics, automotive systems, or transportation technologyFamiliarity with GPUs, power supply units, solid-state drives, networking components, or vehicle compute systemsExperience using root cause analysis methodologies such as 7-Step or 8DExperience developing troubleshooting guides, standard operating procedures, or technical documentationExperience handling technical escalations and collaborating with engineering teams Benefits Pre-tax commuter benefits Employer (HireArt) subsidized healthcare benefits (eligibility begins on the first of the month following 60 days of service)Flexible Spending Account for healthcare-related costsHireArt covers all costs for short- and long-term disability and life insurance401k package Commitment: This is a full-time, ongoing contract position staffed via HireArt. It will be onsite and available to candidates who are local to the Foster City, CA area. HireArt values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp.