AI-Native Technical Support Engineer

Summary

Trucker Path is a leading mobile platform built specifically for professional truck drivers and fleets, offering tools for efficient operation on the road. They are seeking an AI-Native Technical Support Engineer to manage front-line technical support for fleet customers, resolve issues, and enhance customer experience through AI-driven solutions.

Responsibilities

• Use AI to draft customer updates, internal incident summaries, and escalation notes that are accurate and action-oriented
• Use AI to propose likely causes, next-best tests, and targeted data requests, then validate with evidence
• Build lightweight automations (macros, scripts, dashboards) to reduce repetitive work and improve resolution speed
• Maintain high signal-to-noise documentation (what happened, why, what we learned, what we changed)
• Diagnose problems, reproduce bugs, and resolve issues directly when possible
• Guide users through troubleshooting steps with clear, timely updates
• Escalate unresolved issues with complete documentation
• Include repro steps, logs, screenshots, and customer context to enable fast resolution
• Use AI to summarize tickets, cluster themes, and surface the highest-impact patterns
• Run structured investigations (repro steps, logs, request traces, data checks, environment diffs)
• Write crisp problem statements, root-cause hypotheses, and proposed fixes or workarounds
• Define acceptance criteria, rollout plans, and success metrics
• Partner with Product and Engineering to drive items onto the roadmap, ship fixes, and validate post-release
• Maintain a knowledge base of common issues and solutions
• Create internal runbooks and troubleshooting checklists
• Identify automation opportunities for deflection and faster resolution
• Track response time, resolution time, and escalation rate
• Identify top drivers of volume and drive measurable improvements

Skills

• 1–3+ years in technical support, customer support engineering, implementation support, or similar technical customer-facing roles
• Strong troubleshooting skills across logs, error messages, networking basics, APIs, system configuration, and debugging mobile apps and web portals
• AI-forward working style: uses AI assistants daily for synthesis, investigation, writing, and iteration
• Excellent customer communication skills and ability to explain technical concepts clearly
• Excellent written English for technical documentation and customer correspondence
• B2B enterprise support experience
• Familiarity with fleet or logistics software
• Experience supporting production mobile applications and web portals

Qualifications

Must Haves

• 1–3+ years in technical support, customer support engineering, implementation support, or similar technical customer-facing roles
• Strong troubleshooting skills across logs, error messages, networking basics, APIs, system configuration, and debugging mobile apps and web portals
• AI-forward working style: uses AI assistants daily for synthesis, investigation, writing, and iteration
• Excellent customer communication skills and ability to explain technical concepts clearly
• Excellent written English for technical documentation and customer correspondence

Nice to Haves

• B2B enterprise support experience
• Familiarity with fleet or logistics software
• Experience supporting production mobile applications and web portals