Customer Support Engineer

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AUTO INTEGRATE LLC

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🚘 Automotive

🤝 B2B

SaaS • Automotive • B2B

AUTO INTEGRATE LLC is a software platform that provides real-time fleet maintenance authorization, repair-order management, invoicing and vendor-network tools for fleets, service shops, rental providers and government operators. The system speeds submissions, reviews, approvals and payments for maintenance transactions and is designed to integrate with point-of-sale and administration systems. Auto Integrate reports a large vendor network (100,000+ enrolled shops), has processed over 50 million repair orders/transactions, supports multinational expansion (US, Canada, Mexico), and is positioned as a market-facing fleet maintenance authorization tool used by independent and national shops, fleet managers, rental companies and government fleets.

📋 Description

• Act as the primary point of contact for advanced technical support and product-related customer inquiries • Provide customer support through email and live customer calls • Demonstrate deep knowledge of the product suite, including features, functionality, APIs, SAML, and SSO integrations • Troubleshoot and resolve complex technical issues • Investigate customer-reported technical problems and work with product and engineering teams to identify root causes and implement solutions • Develop and maintain technical documentation, FAQs, knowledge base articles, developer API documentation, and troubleshooting guides • Conduct customer training sessions as needed • Collaborate with product development and quality assurance teams to relay feedback, suggest enhancements, and resolve bugs and issues • Stay informed about industry trends and best practices and share recommendations with customers • Improve customer support processes, workflows, documentation, and customer-focused initiatives

🎯 Requirements

• 3+ years of experience in a technical support role, including at least 1 year in a Tier 3 or equivalent position • Familiarity with the MVC design pattern • Ability to navigate a large/scaled codebase to understand back-end API behavior and communicate potential bugs in escalations • Experience testing API endpoints and familiarity with basic API back ends • Proficiency troubleshooting APIs, SAML, SSO, integrations, and data connectors • Familiarity or experience with Ruby on Rails • Experience with Git and GitHub • Familiarity with RESTful services, JSON, XML, OAuth, Python, and other web technologies • Experience with network protocols, authentication methods, and security protocols • Understanding of relational database concepts and experience with SQL • Ability to diagnose and resolve complex technical issues critically and methodically • Excellent written and verbal communication skills, with ability to explain technical information to technical and non-technical audiences • Strong customer service orientation • Ability to collaborate across teams, especially with Engineering • Preferred: experience with Zendesk, Salesforce, or similar customer support platforms • Preferred: familiarity with AWS, Azure, and DevOps practices • Preferred: previous SaaS experience • Preferred: certifications or experience related to troubleshooting/testing APIs, SAML, or related technologies • Plus: fleet management or fleet management software experience • Plus: ability to speak more than one language other than English

🏖️ Benefits

• Health/dental/vision coverage options • Incentive stock options • PTO • Community service funds • Professional development funds • Wellbeing fund • Business expense stipend • New high-end laptop + new hire equipment stipend