Technical Support Engineer

The primary purpose of the Technical Support Engineer role is to ensure the effective deployment, maintenance, and support of our fleet management hardware and software solutions.

The role involves a combination of hands-on hardware integration, technical troubleshooting, and customer interaction to deliver high-quality service and ensure customer satisfaction.

This position plays a critical role in enhancing the functionality of our products by collaborating with internal teams and external partners, providing valuable insights for continuous improvement, and supporting our clients in optimizing their operations through the effective use of our solutions.

Role Details – Key Responsibilities And Accountabilities

Project Implementation Support (Hardware)

• Integrated and assembled GPS devices and other vehicle accessories according to customer requirements.
• Create configurations for devices based on specific needs.
• Collaborate with hardware manufacturers to address bugs and resolve issues.
• Work closely with the system development team to implement improvement ideas and resolve bugs.
• Must be familiar with the physical hardware installation of the MDVR unit, cameras, and associated sensors (G-sensors, panic buttons, door sensors, fuel sensors) within a vehicle’s structure. This includes using ruggedized, shock-absorbing mounts to ensure durability in a mobile environment.
• Remote Management Assisting with real-time tracking, live video viewing, and remote configuration or firmware upgrades.
• Alarm and Event Management Setting up and troubleshooting various smart alarms, such as overspeed warnings, driver fatigue alerts, and emergency triggers.
• Data Retrieval and Analysis Helping fleet managers retrieve specific video evidence (e.g., in case of an accident or incident) and generate operational reports.
• Troubleshooting Hardware Issues Diagnosing problems related to power supply, camera connectivity, GPS signal loss, or storage medium failures.
  
  

• Lead new installation projects, including maintenance, repair, and removal tasks.
• Provide guidance and support to technicians during installations and troubleshooting.
  
  

• Handle various customer requests and inquiries regarding our system through the Zoho Ticketing system.
• Provide customers with insights and recommendations to optimize their operations by analyzing system data.
• Collaborate with other teams to enhance company processes, particularly in ERP improvement.
• Conduct training sessions for clients to ensure effective use of our solutions.
• Conducting internal training for the team to enhance the quality and build up teamwork
  
  

• Conduct usability testing to gather valuable insights for enhancing the user experience.
• Work closely with the development team to ensure that software tools meet quality standards.
  
  

• Bachelor’s degree in engineering, computer science, or a related field.
• Proven experience in hardware and software technical support, preferably in fleet management or a related industry.
• Strong knowledge of GPS devices and vehicle accessories.
• Excellent problem-solving skills and attention to detail.
• Ability to work collaboratively in a team environment.
• Strong communication skills, both verbal and written.
  
  

• Experience with Teltonika devices and Zoho Ticketing system is a plus.
• Ability to manage multiple projects and tasks simultaneously.
• willingness to travel for on-site installations and support when necessary.
• Availability to provide support during weekends, post-working hours, and public holidays in case of emergencies.