Product Support Specialist

You will act as the central technical expert for the FleetPulse platform, absorbing complex hardware and software issues from the trailer telematics ecosystem. This role demands a deep, functional understanding of the entire solution stack, from physical sensors and OEM integrations down to the digital dashboard viewed by customers. You will own the end-to-end resolution of support tickets, translating customer problems into actionable steps and ensuring timely outcomes. A core part of your responsibility is to act as the primary knowledge hub, facilitating cross-team awareness and documenting resolutions for future reference. You will project manage specialized hardware repair initiatives for strategic accounts, driving them to successful completion. Furthermore, you will analyze support data weekly and monthly to identify operational inefficiencies and drive optimization efforts. This position requires a unique blend of flexibility, troubleshooting creativity, and leadership to improve support capabilities continuously. You will represent the voice of the customer internally, gathering feedback and sharing it with the product team to influence future development.

Location: USA

Engagement: Full-time

- Intake and triage incoming support tickets, working directly with customers to clarify goals and diagnose issues encountered within the FleetPulse ecosystem.

- Serve as the go-to team expert for all context and knowledge related to support tickets, synthesizing information to facilitate cross-team awareness and resolution strategies.

- Manage, address, and account for daily and weekly customer creation, user creation, and VIN transfer requests in collaboration with the Customer Support Lead.

- Proactively liaise with internal stakeholders to drive product requests from initial intake through to completion and validation.

- Lead the end-to-end execution of hardware repair projects for key customer accounts, coordinating logistics and ensuring timely, successful delivery of repaired units.

- Assist Support team members in meticulously documenting hardware support, software support, and troubleshooting procedures for all FleetPulse products and sensor integrations.

- Provide ad hoc assistance to Support team members in facilitating the intake, profiling, approval, and resolution of complex issues as they arise.

- Own and execute support operations analysis on a weekly, monthly, and ad hoc basis to contribute to and drive measurable support operations optimization.

- Provide ad hoc assistance to the FleetPulse Support Lead in formulating, documenting, and communicating initiatives designed to optimize support operations and stakeholder outcomes.

- Serve as the Subject Matter Expert (SME), working closely with the Product team during feature development and testing initiatives to ensure feasibility and clarity.

- Represent the voice of the customer by gathering, organizing, and sharing structured feedback in a timely manner to influence product direction.

- Utilize data and analytics to generate insights on product usage patterns and share these findings regularly with key stakeholders.

- Oversee the continuous improvement of the Support team knowledge base, ensuring all information remains current, accurate, and comprehensive for internal use.

- Collaborate with the Success team to standardize product onboarding content and processes to maximize efficiency and customer understanding.

- Work with the Sales team to standardize the notification process for new and existing customers, ensuring consistent and clear communication across all departments.

- You possess 8+ years of cumulative professional experience in a support, customer success, or technical role within a software or hardware environment.

- You hold a Bachelor's degree or equivalent practical experience that demonstrates a comparable level of expertise.

- You have a proven track record of managing high-volume ticket intake and triage in a fast-paced, dynamic support environment.

- You exhibit strong written and verbal communication skills, enabling you to instruct customers clearly on how to use the application and navigate the platform.

- You are comfortable working directly with both internal stakeholders and external customers to resolve complex issues.

- You have experience project managing specialized initiatives, particularly those involving hardware components or physical logistics.

- You demonstrate a strong aptitude for analysis, utilizing data to drive support operations optimization and identify trends.

- You are highly organized, able to manage multiple priorities and own end-to-end responsibilities without constant supervision.

- Experience with trailer telematics, IoT devices, or fleet management systems.

- Familiarity with OEM sensor installations and aftermarket telematics hardware.

- Background in managing VIN transfers or vehicle identification processes.

- Knowledge of logistics or transportation industry terminology and challenges.

- Experience supporting a distributed team or working with global time zones.

Work environment: Employees must be able to travel to and attend meetings at various locations within the Chicago metropolitan area and occasionally within the continental United States.