Technical Support Specialist _ Product Support US Shift

Role & responsibilities

Frontline Phone Support

• Serve as the first point of contact for US-based field users and their coordinators calling in with app issues
• Own each call end-to-end from greeting through resolution or a clean handoff setting clear expectations on next steps and timelines
• Keep callers calm, informed, and engaged throughout troubleshooting, even when the underlying issue takes time to resolve
• Follow up with callers once a fix has been applied to confirm the issue is actually resolved, not just closed

Technical Troubleshooting

• Troubleshoot connectivity issues between the app and field hardware, including WiFi drop-outs, gateway/router misconfiguration, and static IP setup
• Diagnose why the app isn't syncing or receiving expected data, tracing the issue across the app, network, and hardware layers
• Investigate operational workflow issues within the app data entry errors, permission problems, incorrect configurations — and guide users to resolution
• Use internal tools, dashboards, and logs to trace root causes rather than guessing or defaulting to “reinstall and see”
• Reproduce reported issues on both the mobile and web app to confirm scope and impact before escalating

Escalation & Cross-Team Collaboration

• Escalate confirmed bugs or hardware-level issues to engineering with a clear reproduction path, relevant logs, and an impact summary
• Partner with engineering and product teams to validate fixes before closing out escalated tickets
• Flag patterns across multiple calls that may point to a broader systemic issue rather than a one-off

Documentation & Process

• Document every issue clearly and consistently in the ticketing system so problems can be tracked, searched, and reported on
• Maintain and contribute to an internal knowledge base of known issues, workarounds, and troubleshooting steps
• Suggest improvements to macros, FAQs, or troubleshooting guides based on recurring themes you notice

Preferred candidate profile

Beyond the must-haves above, this is the profile of the candidate we're most excited to talk to:

• Prior experience supporting a hardware-connected or field-operations product — IoT devices, POS systems, fleet or telematics hardware, or similar
• Experience supporting non-desk, field-based end users who may be less tech-savvy and calling in from unpredictable environments — a truck cab, a warehouse floor, a spot with patchy signal
• A genuine troubleshooter's mindset — curious about “why,” and not satisfied with a workaround until the root cause is understood
• Calm under pressure — unfazed by a queue of frustrated callers or an anxious coordinator escalating from onsite
• A strong sense of ownership over the ticket lifecycle — doesn't let issues go stale without closure or follow-up
• Comfortable giving feedback upward — flags when a recurring issue points to a product or engineering gap instead of just closing tickets
• Prior exposure to fuel, fleet, logistics, or field-services industries is a strong plus, given myfuel.ai's field-based user base
• A track record of being the “go-to” troubleshooter on a previous support team