AI-Native Technical Support Engineer

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    "url": "https://recruiting.paylocity.com/recruiting/jobs/Details/3938334/Trucker-Path-Inc/AI-Native-Technical-Support-Engineer",
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    "html_title": "Trucker Path, Inc - AI-Native Technical Support Engineer",
    "description_html": "<p><strong>Who are we?</strong></p><p>Trucker Path is a leading mobile platform built specifically for professional truck drivers and fleets. It offers truck-safe GPS navigation, real-time parking availability, weigh station status, fuel prices, and route planning tools. The platform helps drivers operate more efficiently, reduce costs, and stay compliant on the road. <strong>NavPro</strong> enhances large fleet performance with advanced tracking and compliance tools, providing greater visibility and control across operations.</p><p><br></p><p><strong>Role purpose&nbsp;</strong></p><p>Own NavPro’s AI-native front-line technical support and escalation quality for fleet customers: resolve issues quickly, improve customer experience, and create a tight feedback loop from real-world incidents ? root cause ? product/engineering action ? verified improvement.&nbsp;</p><p><br></p><p><strong>Key responsibilities&nbsp;</strong></p><p>Operate AI-native support workflows:</p><p>· Use AI to draft customer updates, internal incident summaries, and escalation notes that are accurate and action-oriented.&nbsp;</p><p>· Use AI to propose likely causes, next-best tests, and targeted data requests, then validate with evidence.&nbsp;</p><p>· Build lightweight automations (macros, scripts, dashboards) to reduce repetitive work and improve resolution speed.&nbsp;</p><p>· Maintain high signal-to-noise documentation (what happened, why, what we learned, what we changed).&nbsp;</p><p><br></p><p>Handle fleet customer technical issues:</p><p>· Diagnose problems, reproduce bugs, and resolve issues directly when possible.&nbsp;</p><p>· Guide users through troubleshooting steps with clear, timely updates.&nbsp;</p><p><br></p><p>Escalate effectively to Tier 2 engineering:</p><p>· Escalate unresolved issues with complete documentation.&nbsp;</p><p>· Include repro steps, logs, screenshots, and customer context to enable fast resolution.&nbsp;</p><p><br></p><p>Convert recurring issues into product and technical solutions (AI-native):</p><p>· Use AI to summarize tickets, cluster themes, and surface the highest-impact patterns.&nbsp;</p><p>· Run structured investigations (repro steps, logs, request traces, data checks, environment diffs).&nbsp;</p><p>· Write crisp problem statements, root-cause hypotheses, and proposed fixes or workarounds.&nbsp;</p><p>· Define acceptance criteria, rollout plans, and success metrics.</p><p>· Partner with Product and Engineering to drive items onto the roadmap, ship fixes, and validate post-release.&nbsp;</p><p><br></p><p>Build and maintain support knowledge and tooling:&nbsp;</p><p>· Maintain a knowledge base of common issues and solutions.&nbsp;</p><p>· Create internal runbooks and troubleshooting checklists.&nbsp;</p><p>· Identify automation opportunities for deflection and faster resolution.&nbsp;</p><p><br></p><p>Track and improve support performance:</p><p>· Track response time, resolution time, and escalation rate.&nbsp;</p><p>· Identify top drivers of volume and drive measurable improvements.</p>",
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      "datePosted": "2026-06-04T22:27:59-05:00",
      "description": "<p>Description</p><p><strong>Who are we?</strong></p><p>Trucker Path is a leading mobile platform built specifically for professional truck drivers and fleets. It offers truck-safe GPS navigation, real-time parking availability, weigh station status, fuel prices, and route planning tools. The platform helps drivers operate more efficiently, reduce costs, and stay compliant on the road. <strong>NavPro</strong> enhances large fleet performance with advanced tracking and compliance tools, providing greater visibility and control across operations.</p><p><br/></p><p><strong>Role purpose </strong></p><p>Own NavPro’s AI-native front-line technical support and escalation quality for fleet customers: resolve issues quickly, improve customer experience, and create a tight feedback loop from real-world incidents ? root cause ? product/engineering action ? verified improvement. </p><p><br/></p><p><strong>Key responsibilities </strong></p><p>Operate AI-native support workflows:</p><p>· Use AI to draft customer updates, internal incident summaries, and escalation notes that are accurate and action-oriented. </p><p>· Use AI to propose likely causes, next-best tests, and targeted data requests, then validate with evidence. </p><p>· Build lightweight automations (macros, scripts, dashboards) to reduce repetitive work and improve resolution speed. </p><p>· Maintain high signal-to-noise documentation (what happened, why, what we learned, what we changed). </p><p><br/></p><p>Handle fleet customer technical issues:</p><p>· Diagnose problems, reproduce bugs, and resolve issues directly when possible. </p><p>· Guide users through troubleshooting steps with clear, timely updates. </p><p><br/></p><p>Escalate effectively to Tier 2 engineering:</p><p>· Escalate unresolved issues with complete documentation. </p><p>· Include repro steps, logs, screenshots, and customer context to enable fast resolution. </p><p><br/></p><p>Convert recurring issues into product and technical solutions (AI-native):</p><p>· Use AI to summarize tickets, cluster themes, and surface the highest-impact patterns. </p><p>· Run structured investigations (repro steps, logs, request traces, data checks, environment diffs). </p><p>· Write crisp problem statements, root-cause hypotheses, and proposed fixes or workarounds. </p><p>· Define acceptance criteria, rollout plans, and success metrics.</p><p>· Partner with Product and Engineering to drive items onto the roadmap, ship fixes, and validate post-release. </p><p><br/></p><p>Build and maintain support knowledge and tooling: </p><p>· Maintain a knowledge base of common issues and solutions. </p><p>· Create internal runbooks and troubleshooting checklists. </p><p>· Identify automation opportunities for deflection and faster resolution. </p><p><br/></p><p>Track and improve support performance:</p><p>· Track response time, resolution time, and escalation rate. </p><p>· Identify top drivers of volume and drive measurable improvements.</p><p>Requirements</p><p>· 1–3+ years in technical support, customer support engineering, implementation support, or similar technical customer-facing roles. </p><p>· Strong troubleshooting skills across logs, error messages, networking basics, APIs, system configuration, and debugging mobile apps and web portals. </p><p>· Sufficient backend engineering literacy (Java/Spring Boot, AWS cloud services) to critically evaluate AI-generated technical analysis, validate root-cause hypotheses, and make informed escalation decisions</p><p>· AI-forward working style: uses AI assistants daily for synthesis, investigation, writing, and iteration. </p><p>· Excellent customer communication skills and ability to explain technical concepts clearly. </p><p>· Excellent written English for technical documentation and customer correspondence. </p><p>· Preferred: B2B enterprise support experience, familiarity with fleet or logistics software, and experience supporting production mobile applications and web portals. </p><p><br/></p><p><strong>What success looks like (first 90 days):</strong></p><p>· Faster first response and time-to-resolution for top fleet issue categories. </p><p>· Higher-quality escalations (complete repros, logs, and clear hypotheses), reducing engineering back-and-forth. </p><p>· A living knowledge base and runbooks that deflect repeat issues and speed up onboarding. </p><p>· A steady pipeline of well-formed product feedback tied to measurable impact (volume, severity, churn risk).</p>",
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    "requirements_html": "<p>· 1–3+ years in technical support, customer support engineering, implementation support, or similar technical customer-facing roles.&nbsp;</p><p>· Strong troubleshooting skills across logs, error messages, networking basics, APIs, system configuration, and debugging mobile apps and web portals.&nbsp;</p><p>· Sufficient backend engineering literacy (Java/Spring Boot, AWS cloud services) to critically evaluate AI-generated technical analysis, validate root-cause hypotheses, and make informed escalation decisions</p><p>· AI-forward working style: uses AI assistants daily for synthesis, investigation, writing, and iteration.&nbsp;</p><p>· Excellent customer communication skills and ability to explain technical concepts clearly.&nbsp;</p><p>· Excellent written English for technical documentation and customer correspondence.&nbsp;</p><p>· Preferred: B2B enterprise support experience, familiarity with fleet or logistics software, and experience supporting production mobile applications and web portals.&nbsp;</p><p><br></p><p><strong>What success looks like (first 90 days):</strong></p><p>· Faster first response and time-to-resolution for top fleet issue categories.&nbsp;</p><p>· Higher-quality escalations (complete repros, logs, and clear hypotheses), reducing engineering back-and-forth.&nbsp;</p><p>· A living knowledge base and runbooks that deflect repeat issues and speed up onboarding.&nbsp;</p><p>· A steady pipeline of well-formed product feedback tied to measurable impact (volume, severity, churn risk).</p>",
    "requirements_text": "· 1–3+ years in technical support, customer support engineering, implementation support, or similar technical customer-facing roles.\n · Strong troubleshooting skills across logs, error messages, networking basics, APIs, system configuration, and debugging mobile apps and web portals.\n · Sufficient backend engineering literacy (Java/Spring Boot, AWS cloud services) to critically evaluate AI-generated technical analysis, validate root-cause hypotheses, and make informed escalation decisions\n · AI-forward working style: uses AI assistants daily for synthesis, investigation, writing, and iteration.\n · Excellent customer communication skills and ability to explain technical concepts clearly.\n · Excellent written English for technical documentation and customer correspondence.\n · Preferred: B2B enterprise support experience, familiarity with fleet or logistics software, and experience supporting production mobile applications and web portals.\n What success looks like (first 90 days):\n · Faster first response and time-to-resolution for top fleet issue categories.\n · Higher-quality escalations (complete repros, logs, and clear hypotheses), reducing engineering back-and-forth.\n · A living knowledge base and runbooks that deflect repeat issues and speed up onboarding.\n · A steady pipeline of well-formed product feedback tied to measurable impact (volume, severity, churn risk)."
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