Product Support Engineer (100% Remote) at DriverReach


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About DriverReach

DriverReach’s modern recruiting and compliance management system empowers change-makers of the trucking industry to leave behind 'the way we've always done it' mentality and leverage intuitive technology to Win Them Over™.

DriverReach is used by hundreds of companies in transportation and logistics to recruit, qualify, and hire qualified CDL drivers.

About The Role

The Product Support Engineer will address the needs of our large, complex, and ever-evolving platform. As our platform grows, customers may encounter technical issues requiring specialized support. This role will provide customers assistance with more complex technical problems. The Product Support Engineer’s objective is to consistently enhance customer satisfaction by delivering satisfactory Tier 2 technical support, thus improving the overall customer experience with our software.

What You Will Do:

  • Perform in-depth analysis, tracking, and swift resolution of technical customer issues to maintain the highest level of client satisfaction.
  • Assume responsibility for technical issues, collaborating with our engineering team to resolve complex issues as required.
  • Prioritize tickets according to severity and impact on customers.
  • Develop, reference, and update how-to documentation for recurring issues and workarounds to educate customers and internal teams on common problem areas and their solutions.
  • Resolve tickets according to their severity levels to meet the team's SLAs.
  • Manage internal and external communication effectively.
  • Escalate customer issues and provide product feedback to the Product and Engineering teams or leadership when necessary.

How is Success Measured?

  • Support Engineering ticket volume (created/resolved)
  • Support ticket closure time based on SLAs
  • Maintain responsible, concise, and timely communication with customers.
  • Provide precise context when communicating with Application Engineering or escalating high-severity issues to leadership.
  • Document investigation efforts thoroughly.

What You Will Need:

  • Communication - The ability to communicate effectively is vital within this position. As most of our communication is written, the ability to excel in written communication is as important as verbal communication skills. When we make necessary adjustments to our software, we must be able to communicate recent changes with customers and teammates, instructing customers on best practices in a clear, concise, and professional manner. Ability to understand and read the audience and adjust communication to be most effective.
  • Adaptability - SaaS continues to be a model for technology driving and delivering innovation to companies worldwide. You must be able to adjust to your surroundings and make use of the resources at hand. You must be able to learn a new system, adapt to new features, and utilize our product to its fullest capabilities while maintaining efficiency and focusing on customer satisfaction and experience.
  • Situational Awareness - In SaaS support, it is imperative to be able to break down a situation and understand the who, what, when, and why. Be attentive and focused, with the ability to analyze our customer's situational needs and help them move forward.
  • Initiative - Be driven by a desire to address root causes, a sense of urgency, and an aim to resolve tickets efficiently. While quick resolutions are beneficial and required, the focus should also be on fixing the underlying root issue to prevent future occurrences and reduce the number of tickets.

Skills/Experience for Success:

  • Strong documentation skills.
  • Ability to collaborate effectively in a team environment.
  • Excellent verbal and written communication abilities.
  • Capable of translating technical information into easily understandable language for non-technical individuals.
  • Proficient in written communication for customer tickets and internal progress updates.
  • Skilled in verbal communication with customers, teammates, and leadership.
  • Experience in implementing best practices for customer service.
  • Familiarity with SQL, Ruby, or other object-oriented languages.
  • Proficiency in using customer support ticketing software and remote support tools (e.g., Jira, Zendesk, Freshdesk, Intercom).
  • Demonstrated ability to manage multiple tasks with attention to detail.
  • Proven track record of a sense of urgency and proactive approach.
  • Rapid learning ability with a knack for teaching others.

DriverReach is an Equal Opportunity Employer. We encourage all to apply, and we do not discriminate against protected classifications under federal, state or local law.