Technical Support Engineer
Customer Success
Technical Support
Austin, TX
Remote
Why join us
TRACTIAN is transforming the industrial world by empowering frontline maintenance workers to achieve more. We’ve fused cutting-edge hardware with innovative software into one powerful platform, disrupting legacy systems and delivering smarter, faster solutions for our clients.
At TRACTIAN, you'll break boundaries, question convention, and collaborate with top talent to drive real change. As a part of our growth-stage startup, you’ll work alongside the founders, shaping the vision, products, and experiences that will define the future of industrial tech.
Customer at Tractian
The Customer team is the cornerstone of renewals and expansion at Tractian, driving lifetime value, retention, and growth within our global customer base. By deepening relationships with industry leaders like Hyundai, Bosch, and Kraft Heinz, we ensure our Enterprise clients achieve unparalleled success with Tractian solutions. As recognized innovators in industrial technology, our team delivers immediate ROI, fosters long-term partnerships, and drives world-class net revenue retention. At Tractian, every team member is empowered to make a meaningful impact, rewarded for excellence, and supported in creating lasting value for our customers.
What you'll do
As a Technical Support Engineer, you’ll troubleshoot mechanical issues, provide timely solutions, and ensure exceptional client satisfaction. You’ll collaborate with the development team to improve our products, deliver remote support via Helpdesk and email, and document actions in HubSpot CRM. Additionally, you’ll create support materials and share your expertise to drive technical reliability and customer success.
Responsibilities
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Diagnose and troubleshoot mechanical issues using vibration spectrum analysis, advanced PdM tools, and customer-provided context.
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Resolve complex technical problems by delivering accurate and timely engineering solutions.
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Collaborate with the development team to report bugs and recommend improvements based on client feedback and technical insights.
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Deliver exceptional technical support via Helpdesk, email, and remote sessions, ensuring prompt issue resolution and thorough documentation in HubSpot CRM.
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Develop and maintain support resources, including documentation and knowledge bases, to empower both clients and the team with technical expertise.
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Foster customer satisfaction by actively listening to client needs and consistently providing outstanding service.
Requirements
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Vibration Analysis CAT III certification.
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At least 5 years of experience troubleshooting in industrial manufacturing environments.
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Ability to work Eastern Standard Time (EST) hours.
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Exceptional verbal and written communication skills, with the ability to convey technical concepts clearly.
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Comprehensive knowledge of industrial processes and PPCM (Planning, Programming, and Control of Maintenance) operational routines.
COMPENSATION
• Competitive Salary
• Premium Medical, Dental, and Vision Coverage
• Paid Time Off (PTO): 15 Days, plus 11 paid holidays
• 401(k) Retirement Plan, 1% match
• Language Learning Opportunities - Take advantage of optional, fully funded Spanish or Portuguese courses to enhance your skills and global reach.
• Birthday Time Off - Celebrate your birthday with a paid day off during your birthday week.
• Gympass Membership - Access a wide range of gyms and training programs.
• Sports Incentive - Receive a monthly bonus when you regularly participate in physical activities.
• Long-Term Benefit - After four years of service, earn a fully funded trip anywhere in the world.
If you want to build a ship, don't organize people to collect wood, assign them tasks, and give orders. Instead, teach them to long for the vast and endless sea.
Antoine Saint-Exupery