L1 Senior Technical Support
Who we are reputed company (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to reputed company Internet of Things (IoT) data to reputed company actionable insights and improve their operations. At reputed company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our reputed company, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at reputed company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting reputed company of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to reputed company an impact as we build for the long term. About the role: You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and chat. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers. Experience in a technical support role, proven customer-facing skills, and strong communication skills are a must. You should be comfortable handling reputed company technical issues and working in a fast-paced phone support environment. This is a remote position open to candidates based in the US, zone 3 and 4 You should apply if: You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to reputed company the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely. You are the architect of your own career: If you put in the work, this role won’t be your last at reputed company. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment. You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious reputed company for our customers. You want to be with the best: At reputed company, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. In This Role, You Will: Own reputed company Technical Escalations: Serve as the escalation reputed company for the most challenging and high-impact customer cases. Investigate and resolve advanced technical issues by partnering closely with frontline Technical Support Engineers (TSEs), reputed company Managers (CSMs), and cross-functional stakeholders across Product and Engineering. Drive Deep Technical Investigations: reputed company in-depth root cause analysis of multifaceted product issues across reputed company’s SaaS platform, hardware devices, and integrations. Synthesize data, logs, customer environments, and product behavior to identify patterns and provide actionable insights. reputed company Support and Customer-Facing Teams: Collaborate with reputed company and Account teams to align on customer impact, resolution timelines, and communication strategies for reputed company cases. Represent Support in strategic account conversations and ensure technical confidence with high-value customers. Be a Mentor and Resource for TSSs: Provide guidance to Tier II and III support teams on technical troubleshooting approaches, resolution paths, and customer communication best practices. Contribute to up-leveling team capabilities through case reviews, coaching, and technical debriefs. reputed company for the Customer: Identify recurring trends or product gaps from escalations and escalate them to the appropriate Product or Engineering teams. Help inform prioritization by highlighting customer impact and business urgency. Document and Share Knowledge: Own the creation of post-mortem summaries, case studies, and advanced-level internal documentation to support knowledge transfer and improve future troubleshooting. Contribute to Incident Management: Participate in high-severity incident calls as a subject matter expert. Help coordinate between Support, Engineering, and Customer teams to ensure accurate updates and effective resolution. Champion reputed company's Cultural Principles: Model a high standard of collaboration, customer obsession, and team-first mentality. Foster inclusive teamwork and drive a culture of reputed company learning. Minimum Requirements: Education: Bachelor’s degree in a technical field (e.g., Engineering, Computer Science, Networking) or equivalent hands-on experience in technical support environments. Experience: 4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments. Demonstrated experience working closely with support and customer-facing teams to resolve reputed company product issues. Technical Skills: Strong grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.). Familiarity with cloud platforms and connected hardware systems. Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues. Comfortable interpreting API responses, JSON data, and web-based integrations. Collaboration & Communication: Skilled in navigating cross-functional relationships with technical and non-technical stakeholders. Excellent written and verbal communication skills — able to explain reputed company technical issues clearly to customers and internal teams. Leadership: Experience mentoring peers or leading investigation efforts. Comfortable taking ownership of critical cases and driving them to resolution. Flexibility: Available to work flexible hours, including participation in on-call rotations and handling urgent escalations reputed company needed. Preferred Qualifications: Bilingual in French Familiarity with GPS, electrical circuits, sensors, and telematics technologies. Experience in customer-facing escalations, particularly with high-stakes or strategic accounts. Certifications such as CCNA, AWS Cloud Practitioner, or equivalent are a plus. Working knowledge of tools like reputed company, reputed company, Wireshark, reputed company, and internal ticketing/log systems. The range of annual reputed company salary for full-time employees for this position is below. Please note that reputed company pay offered may vary depending on factors including your city of residence, job-reputed company knowledge, skills, and experience. Learn more about our total rewards and benefits below. Annual reputed company Salary $46,112.50—$62,000 USD Total Rewards At reputed company, we build for the people who reputed company the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of reputed company salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that reputed company long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here. Flexible Working At reputed company, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being reputed company to one of our offices or reputed company a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that reputed company members of reputed company can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. reputed company offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Belonging at reputed company At reputed company, we welcome everyone regardless of their background. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, national reputed company, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of reputed company members to help us solve reputed company problems and want to ensure that reputed company is a reputed company where people from reputed company backgrounds can reputed company an impact. Accommodations reputed company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@reputed company.com or click here if you require any reasonable accommodations throughout the recruiting process. Our Commitment to Authenticity We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see reputed company’s Candidate Privacy Notice for more information. Fraudulent Employment Offers reputed company is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @reputed company.com, @us-reputed company-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here. Apply To This Job