Field Service Technical Support Specialist

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Position Summary

The Technical Support Specialist is a customer-facing, hands-on role responsible for providing technical support, field service, and installation assistance for hardware and software solutions. This position performs equipment installations, diagnostics, maintenance, and troubleshooting both remotely and at customer sites to ensure reliable product performance. The Technical Support Specialist partners closely with customers and cross-functional teams to resolve technical issues, provide product training, support new deployments, and deliver an exceptional customer experience.

• Customer facing role through new customer onboarding, user experience training, and day-to-day interactions. 
• Timely responses to customer requests, through support line and ticketing system. 
• Proactively monitor customer product health and identify emerging trends. 
• Hands-on (installs, troubleshooting) in-field on tractor trailers service troubleshooting for current customers. 
• Oversee equipment installations on vehicles/trailers and train OEMs on proper installation procedures and troubleshooting. 
• Work closely with Sales, Solutions Engineering and Customer Success teams to assist with customer requests or troubleshooting and communicating customer input with internal cross functional teams. 
• Work closely with Road Ready development team to identify bugs and resolve customer-facing issues as well as communicate customer feedback. 
• Support pilots/trials through pre-sale discovery discussions, solution review, and hardware installs. 
• Diagnose and resolve product issues both remote and in-field. 
• Other duties as assigned. 

ADDITIONAL INFORMATION: 

Due to International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR) requirements, all candidates must be presently classified as a “US Person" which includes: a United States citizen; a permanent legal resident (green card holder); or a protected individual (refugee/asylum status). 

Clarience Technologies is an equal opportunity employer committed to a culturally diverse workforce.  

REQUIREMENTS

EDUCATION REQUIREMENT(S): 

• 2-year technical degree 
• Preferred 4-year bachelor’s degree in engineering, Computer Science, or technical related field. 

EXPERIENCE REQUIREMENT(S): 

• 2+ years of relevant technical and customer support experience.
• IT, engineering/technical background preferred.
• Hands-on role must be comfortable working in field (installs, troubleshooting) on vehicles and trailers. 
• Mechanical aptitude – comfortable working with wiring and power tools as needed. 
• Common knowledge of 12 VDC wiring and cellular network operations. 
• Knowledge of API data utilization through 3rd party groups. 
• Experience creating dynamic Excel and Power BI tools. 

TRAVEL REQUIRMENTS 

Travel required up to 75% of the time. The ideal candidate will reside within a reasonable commuting distance of a major airport to support frequent customer and business travel.