Specialty
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The role
The company, a fleet and operations platform, is hiring a Technical Lead Engineer in Global Technical Support to act as an internal technical expert for Technical Support Engineers. The role coaches TSEs through investigations and builds documentation. It does not handle customer communication directly.
What you will do
- Help TSEs with complex issues when they cannot identify the next troubleshooting step
- Review investigations and coach on hypothesis building, evidence gathering and documentation
- Improve TSE knowledge of products, hardware, integrations and failure modes
- Review escalations to Backline for clear reproduction steps, impact and evidence
- Write troubleshooting guides, known-issue docs, diagnostic checklists and reusable SQL queries
- Track coaching themes and technical gaps and calibrate with other leads
What they ask for
- 2+ years as a Technical Lead or equivalent senior technical support role
- Knowledge of the company products or experience supporting complex SaaS, hardware, fleet or safety platforms
- Ability to coach technical staff and explain product behavior clearly
- Investigation skills using logs, SQL, APIs, Datadog and scripting
- Experience diagnosing workflow, data, hardware, firmware and integration issues
- Background in Computer Science, Engineering or equivalent experience
- Fluent spoken and written English
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