Technical Customer Support Engineer

Own and execute key customer support operational processes such as capability checks, account onboarding, vehicle enrollment/unenrollment, data troubleshooting, and user management Act as the primary point of contact for technical support, owning complex issue investigation and partnering with Engineering, Data Science and Automotive OEM partners to drive root cause analysis and resolution Deliver a high-quality customer support experience by providing timely, meaningful, and data-backed updates to customers Identify process gaps and drive improvements to streamline workflows and reduce manual effort Manage support tickets, ensuring proper routing, ownership, and tracking of customer-impacting issues Support customer invoicing and data source billing validation, including identifying discrepancies between OEM charges, contracts, and invoicing configurations Analyse operational data to identify failure trends, root causes, and improvement opportunities Build and maintain reports and dashboards (e.g., enrollment progress, success rates, not reporting vehicles) for internal and customer visibility Document and maintain SOPs, playbooks, and troubleshooting guides for consistency and scalability Collaborate with global teams (US and India) and adapt to flexible working hours as require