Support Engineer
OneTrack.AI
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Handle Tier 1 and Tier 2 client support tickets, resolving issues related to sensor connectivity, agentic AI, and other platform functionality
- Provide internal technical support to field services and operations teams
- Use AI to build tools that automate support processes, enhance monitoring visibility, and reduce issue resolution times.
- Use and help refine tools for ticket management, diagnostics, and reporting
- Document troubleshooting procedures and contribute to knowledge base articles
- Escalate complex issues to engineering with clear, detailed technical context
- Analyze support trends to identify recurring issues and recommend solutions
Requirements
- Bachelor's degree or Associate's degree in Computer Science, Information Technology, or a related technical field—or equivalent experience (bootcamp certificate, demonstrable self-taught skills)
- Basic Python proficiency as well as SQL understanding
- Comfortable working in a command line from time to time
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication for client facing communication
- Comfortable working remotely and managing your own time effectively
- Previous experience in a support, helpdesk, or technical operations role is a plus but not required
Benefits
- Full time, remote
- Participation in company's medical, dental, and vision insurance
- Participation in company 401k program
- PTO
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
PythonSQLtroubleshootingproblem-solvingticket managementdiagnosticsreportingAI toolssensor connectivityagentic AI
Soft Skills
written communicationverbal communicationtime managementremote workclient support
Certifications
Bachelor's degreeAssociate's degreebootcamp certificate