Tractian16mo ago

Technical Support Engineer

United States·AtlantaRemoteFull-timemid

Technical Support EngineerCustomer SuccessTechnical SupportCustomer

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Quick Summary

Overview

Customer at Tractian The Customer team is the cornerstone of renewals and expansion at Tractian, driving lifetime value, retention, and growth within our global customer base.

Key Responsibilities

As a Technical Support Engineer, you’ll troubleshoot mechanical issues, provide timely solutions, and ensure exceptional client satisfaction.

Technical Tools

hubspotcustomer-success

Customer at Tractian

The Customer team is the cornerstone of renewals and expansion at Tractian, driving lifetime value, retention, and growth within our global customer base. By deepening relationships with industry leaders like Hyundai, Bosch, and Kraft Heinz, we ensure our Enterprise clients achieve unparalleled success with Tractian solutions. As recognized innovators in industrial technology, our team delivers immediate ROI, fosters long-term partnerships, and drives world-class net revenue retention. At Tractian, every team member is empowered to make a meaningful impact, rewarded for excellence, and supported in creating lasting value for our customers.

What you'll do

As a Technical Support Engineer, you’ll troubleshoot mechanical issues, provide timely solutions, and ensure exceptional client satisfaction. You’ll collaborate with the development team to improve our products, deliver remote support via Helpdesk and email, and document actions in HubSpot CRM. Additionally, you’ll create support materials and share your expertise to drive technical reliability and customer success.

Diagnose and troubleshoot mechanical issues using vibration spectrum analysis, advanced PdM tools, and customer-provided context.

Resolve complex technical problems by delivering accurate and timely engineering solutions.

Collaborate with the development team to report bugs and recommend improvements based on client feedback and technical insights.

Deliver exceptional technical support via Helpdesk, email, and remote sessions, ensuring prompt issue resolution and thorough documentation in HubSpot CRM.

Develop and maintain support resources, including documentation and knowledge bases, to empower both clients and the team with technical expertise.

Foster customer satisfaction by actively listening to client needs and consistently providing outstanding service.

Vibration Analysis CAT III certification.

At least 5 years of experience troubleshooting in industrial manufacturing environments.

Ability to work Eastern Standard Time (EST) hours.

Exceptional verbal and written communication skills, with the ability to convey technical concepts clearly.

Comprehensive knowledge of industrial processes and PPCM (Planning, Programming, and Control of Maintenance) operational routines.