BOLT ON TECHNOLOGY (Automotive)

Support Engineer

• Handle escalated customer issues from Tier 1, performing deep-dive troubleshooting and analysis.
• Diagnose and resolve complex software, data integration, and system configuration issues.
• Conduct remote sessions to investigate and resolve customer problems efficiently.
• Escalate critical issues to Engineering, Product Development, or other relevant teams when necessary.
• Provide professional, responsive customer service via phone and email.
• Communicate technical updates and troubleshooting steps clearly to customers.
• Offer training and best-practice guidance to customers during support interactions.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
• Share insights from support tickets to improve internal processes and enhance customer experience.
• Deliver a consistent customer experience with timely resolutions in compliance with SLAs.

Tier 2 Technical Support Specialist