Technical Support Engineer- Portugal

As a Technical Support Engineer at Autofleet, your primary responsibilities will include providing top-notch technical support to enterprise customers, diagnosing and resolving complex product issues, and collaborating with Product and R&D teams to influence product development. Your role will demand strong problem-solving skills as you tackle advanced troubleshooting challenges, and a keen understanding of customer pain points to contribute to our growth.

To qualify for the Technical Support Engineer position at Autofleet, candidates should have at least 3 years of experience in a technical support role or similar technical capacity. Strong customer-facing skills, experience with JSON, SQL, APIs, and webhooks are essential. Familiarity with tools like GCP, Jira, Intercom, and Notion is advantageous, as well as solid technical aptitude and excellent spoken and written English.

The Technical Support Engineer role at Autofleet is location-specific, as candidates must be located within the EU. While the job does not specify a particular location, being in the EU is crucial for fulfilling shift schedules, which may include weekends, and enhances the ability to connect with our teams and customers.

Success as a Technical Support Engineer at Autofleet requires a mix of strong technical skills and effective communication abilities. Candidates should be proficient in various tech tools, possess a solid understanding of web technologies and scripting languages, and be prepared to tackle urgent issues. Additionally, a customer-centric mindset and the ability to multi-task are crucial for thriving in this fast-paced environment.

As a Technical Support Engineer at Autofleet, you will have ample opportunities for personal and professional growth. You'll gain hands-on experience with cutting-edge technologies, engage in continuous learning about our product ecosystem, and work closely with cross-functional teams. This role allows you to directly influence product improvements based on customer feedback, enhancing your skills and driving career advancement.

When discussing your experience with diagnosing complex technical issues, highlight specific situations where you effectively utilized your troubleshooting techniques. Provide examples of issues you faced and how you resolved them, demonstrating your analytical skills and systematic approach. Be sure to mention any relevant technologies or tools you used.

Managing time effectively when dealing with multiple urgent issues requires excellent prioritization skills. Discuss how you assess the urgency of each issue, implement a triage system, and utilize tools for organization. Give examples of past experiences where you successfully balanced multiple tasks.

To keep up with rapidly evolving technologies, discuss your proactive approach to learning, such as attending trainings, reading industry blogs, or participating in forums. Mention specific resources or methods that you utilize to stay updated on new developments relevant to your role.

When describing your collaboration with a cross-functional team, tell a compelling story of a specific instance where you worked closely with colleagues from different departments. Emphasize the importance of communication, how you articulated customer needs, and the successful outcome of the collaboration.

To highlight your experience with product integrations, recount a specific instance where you successfully facilitated a product integration for a client. Discuss the steps you took to ensure a smooth process, how you addressed any challenges, and the positive feedback from the customer.

For effective troubleshooting, elaborate on techniques such as breaking down the problem, reproducing issues, estimating impact, and applying logical reasoning. Share a specific troubleshooting method that has served you well in the past, along with the successful resolution of a technical problem.

To gather customer feedback effectively, discuss your systematic approach, such as conducting surveys, direct interviews, or utilizing feedback tools. Highlight the importance of not just listening to feedback, but actively working to implement suggestions into product improvements.

Communication is crucial in a Technical Support Engineer role. Discuss how clear communication aids in problem diagnosis, customer satisfaction, and team collaboration. Give examples of how you’ve effectively communicated technical information to clients with varying levels of understanding.

Handling difficult customers or high-pressure situations requires patience and composure. Share strategies like active listening, validating their concerns, and staying calm. Provide an example where you turned a challenging interaction into a positive experience for the customer.

When answering why you’re interested in working at Autofleet, express your passion for the fleet mobility industry, your excitement about the company’s innovative approach, and how your skills align with their mission. Mention specific aspects of the job that excite you and how you envision contributing to the team.