Tech Support Specialist

📋 Description

• • Own the end-to-end customer experience for fleets that rely on Platform Science’s open IoT platform, acting as the first and most trusted technical voice they hear during pilots, roll-outs, and day-to-day operations.
• • Diagnose and resolve complex software and hardware issues on rugged Android tablets, in-cab telematics devices, and third-party integrations, ensuring drivers, dispatchers, and fleet managers stay productive and compliant.
• • Provide expert guidance on our mobile and web applications, ELD workflows, navigation, messaging, and custom-built partner apps, translating technical jargon into clear, actionable steps for non-technical users.
• • Manage a queue of inbound tickets, chats, and phone calls with a sense of urgency and ownership, consistently meeting or exceeding first-response and resolution-time SLAs while maintaining a customer-satisfaction score above 90 %.
• • Reproduce reported bugs in controlled test environments, capture logs, screenshots, and video recordings, then partner with Engineering and Product to prioritize fixes and communicate timelines back to the customer.
• • Author and maintain internal and customer-facing knowledge-base articles, quick-start guides, and FAQ documents that reduce repeat contacts and empower fleets to self-serve.
• • Lead virtual training sessions for pilot customers and newly onboarded fleets, demonstrating best practices for device provisioning, driver onboarding, and ongoing device management.
• • Collaborate closely with Implementation Managers, Customer Success Managers, and Sales Engineers to identify expansion opportunities and surface customer feedback that shapes the roadmap.
• • Monitor device health dashboards and proactively reach out to fleets when anomalies—such as connectivity drops, GPS drift, or battery degradation—are detected, turning reactive support into preventive success.
• • Champion continuous improvement by documenting root-cause analyses, suggesting process enhancements, and participating in weekly retros that refine our support playbooks.
• • Work a Thursday–Monday, 12:00 pm–9:00 pm PST shift, ensuring coverage during peak fleet activity and weekend deployments while still enjoying a balanced work-life rhythm.
• • Thrive in a fully remote environment, leveraging Slack, Zoom, Jira, and Zendesk to stay connected with colleagues across San Diego, Austin, and beyond, while maintaining the high-energy, empathetic culture that defines Platform Science.