Senior Digital Technical Support Engineer (Customer Support)

TL;DR

Senior Digital Technical Support Engineer (Customer Support): Providing technical guidance and troubleshooting for global customers using Product Link and VisionLink with an accent on hardware, software, and connectivity diagnostics. Focus on restoring customer trust, reducing machine downtime, and collaborating with engineering teams to improve product reliability.

Location: Must be based in Chicago, Peoria, or Irving (USA). Visa sponsorship is not available.

Salary: $112,710.00 - $169,060.00

Company

Digital and technology arm of hirify.global Inc., leveraging data, telematics, and AI to build industry-leading solutions for connected assets.

What you will do

• Respond to customer inquiries via phone, email, and live chat with empathy and accuracy.
• Diagnose and troubleshoot hardware, software, and connectivity issues for machine-based technologies.
• Provide support for Grade Control (2D/3D), Payload, Cat Command, and Detect/Safety systems.
• Document issues, solutions, and patterns in the ticketing system to improve future support.
• Collaborate with product and engineering teams to escalate complex issues and provide product feedback.
• Maintain performance metrics regarding response time, resolution rate, and customer satisfaction.

Requirements

• Must be based in the USA (Visa sponsorship is not available).
• Proven experience in technical troubleshooting of hardware, software, and application operations.
• Ability to communicate technical information clearly and professionally to customers.
• Strong diagnostic skills to determine root causes from system behavior and error messages.
• Flexibility to work hours between 6:00am – 6:00pm (Central Time).

Nice to have

• Experience working in a contact center environment.
• Knowledge of Earthmoving and Heavy Equipment technology (Grade Control, Payload).
• Experience with CRM tools such as Salesforce or MS Dynamics.
• Bilingual proficiency in English and Spanish.
• Mechanical aptitude regarding machine systems and components.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) savings plans, Health Savings Account (HSA), and Flexible Spending Accounts (FSAs).
• Paid time off including vacation, holidays, and volunteer days.
• Tuition reimbursement and career development opportunities.
• Parental leave and adoption benefits.