Note: The job is a remote job and is open to candidates in USA. Fleetio is a modern fleet operations platform, with Auto Integrate providing a maintenance authorization network for fleets across North America. Fleetio is seeking a Customer Support Engineer to provide advanced technical support, troubleshoot complex issues involving APIs, SAML, SSO, integrations, and data connectors, and collaborate with product and engineering teams. The role also develops technical documentation, trains customers, and improves support processes.

Responsibilities

• Act as the primary point of contact for advanced technical support and product-related inquiries from customers, ensuring a high standard of service and expertise
• Provide exceptional customer support through email and live customer calls while maintaining professionalism and empathy in all interactions
• Demonstrate deep knowledge of our product suite, including its features, functionalities, and technical integrations (APIs, SAML, SSO, etc.)
• Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions that meet customer needs
• Investigate and analyze technical problems reported by customers, working closely with the product and engineering teams to identify root causes and implement solutions
• Develop and maintain detailed technical documentation, including FAQs, knowledge base articles, and developer API documentation
• Troubleshooting guides, to empower customers and Tier 1 and Tier 2 agents
• Conduct in-depth training sessions for customers on an “as needed” basis, helping them fully understand and leverage the software’s capabilities
• Collaborate closely with product development and quality assurance teams to relay customer feedback, suggest enhancements, and ensure timely resolution of bugs and issues
• Stay informed on industry trends and best practices related to our software, sharing insights and recommendations with customers to help them optimize their use of the product
• Continuously seek opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives

Skills

• 3+ years of experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position
• Familiar with MVC (Model, View, Controller) design pattern
• Comfortable navigating a large/scaled codebase in order to understand back end API behavior, or potential bugs to communicate in escalations
• Experience testing API endpoints, familiarity with basic API back end
• Proficiency in troubleshooting and resolving issues with APIs, SAML, SSO, integrations, and data connectors
• Familiarity or experience with Ruby on Rails
• Experience with Git and GitHub
• Familiarity with RESTful services, JSON, XML, OAuth, Python, and other web technologies
• Experience with network protocols, authentication methods, and security protocols
• Understanding of relational database concepts, and experience with SQL
• Ability to think critically and methodically to diagnose and resolve complex technical issues
• Excellent written and verbal communication skills
• Ability to convey technical information clearly to both technical and non-technical audiences
• Strong customer service orientation with a commitment to resolving customer issues effectively and efficiently
• Ability to work collaboratively within a team environment and across departments, most especially interfacing with Engineering groups
• Experience with customer support tools like Zendesk, Salesforce, or similar platforms
• Familiarity with cloud services (e.g., AWS, Azure) and DevOps practices
• Previous experience in a SaaS environment
• Certifications or experience related to troubleshooting/testing APIs, SAML, or other relevant technologies

Benefits

• Health/dental/vision coverage options
• Incentive stock options
• PTO
• Community service funds
• Professional development funds
• Wellbeing fund
• Business expense stipend
• New high-end laptop + new hire equipment stipend

Company Overview

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