Technical Support Agent Tier 2

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of in-vehicle technology enhancing road safety productivity and reducing environmental impact. EROADs mission is to deliver intelligence you can trust for a better world tomorrow.

What Were Looking For

Are you a technically savvy problem solver with a passion for helping customers succeed

Were looking for a Technical Support Agent - Tier 2 to join our high-performing Technical Support this role youll provide advanced troubleshooting and technical expertise helping customers resolve complex issues while delivering an exceptional support experience.

Youll act as a trusted advisor and customer champion working closely with internal teams including Product Development Engineering and Operations to drive timely resolutions and ensure customers receive maximum value from EROADs products and services. If you enjoy solving challenging technical problems building customer relationships and thriving in a fast-paced technology environment wed love to hear from you.

About the Role

As a Technical Support Agent - Tier 2 youll be responsible for managing escalated customer issues conducting root cause analysis and providing expert-level technical support across EROADs products and services. Youll play a key role in ensuring service levels are maintained customer expectations are exceeded and knowledge is shared across the wider support organisation.

This role requires a strong customer-first mindset excellent troubleshooting skills and the ability to collaborate effectively with technical and non-technical stakeholders. Youll have the opportunity to contribute to process improvements support training initiatives and continuously enhance the customer support experience.

As a Technical Support Agent - Tier 2 you will be responsible for:

Advanced Technical Support & Troubleshooting

• Perform triage root cause analysis debugging and problem resolution across multiple products.
• Provide advanced technical and product support to customers.
• Deliver effective resolutions and workarounds for complex technical issues.
• Escalate issues appropriately to Tier 3 Support Product Development and Engineering teams when required.
• Investigate and diagnose technical challenges while maintaining detailed case documentation.

Customer Case & Escalation Management

• Own and proactively manage escalated customer cases through to resolution.
• Provide regular status updates and communicate resolution progress to customers.
• Support Large Enterprise and Premium Support customers with complex issues.
• Partner with customer service desks to ensure prompt ticket resolution and feedback.
• Ensure customer Service Level Agreements (SLAs) are consistently achieved.

Operational Excellence

• Manage a daily case queue prioritising tickets effectively to meet customer commitments.
• Maintain accurate records of customer interactions actions taken and outcomes achieved.
• Identify recurring issues and contribute to process improvements that enhance service delivery.
• Ensure support processes are consistently followed across all support tiers.

Knowledge Sharing & Continuous Improvement

• Assist in developing support documentation knowledge articles and troubleshooting guides.
• Contribute to training materials and support team capability development.
• Share technical expertise and best practices across the wider support organisation.
• Continuously build knowledge of EROAD products applications and hardware solutions.

Cross-Functional Collaboration

• Work closely with Product Engineering and Operations teams to resolve customer issues.
• Provide valuable customer feedback to internal stakeholders.
• Support initiatives that improve the customer experience and operational effectiveness.
• Foster strong working relationships across the business to ensure successful customer outcomes.

Skills and Experience

Were looking for someone who combines strong technical capability with a passion for customer success. Youll bring:

• Minimum 3 years experience in a customer-facing Technical Support Technical Services Desk Customer Service or Technical Account Management environment.
• Experience supporting customers in Tier 1 or Tier 2 technical support roles.
• Strong troubleshooting analytical and problem-solving skills.
• Experience managing escalated customer issues and driving successful resolutions.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage competing priorities.
• Ability to work effectively in a fast-paced and evolving environment.
• Experience using tools such as Salesforce Jira Confluence Microsoft Teams and Outlook.
• Preferred experience within Telematics SaaS IoT Wireless or related technology industries.
• Relevant qualifications in Computer Science Engineering Science Business or a related field are advantageous.

Key Competencies

• Customer Focus Passionate about delivering exceptional customer outcomes and building trusted relationships.
• Technical Expertise Demonstrates advanced troubleshooting investigation and problem-resolution skills.
• Analytical Thinking Identifies patterns diagnoses root causes and develops effective solutions.
• Communication Communicates clearly professionally and confidently with customers and stakeholders.
• Planning & Prioritisation Effectively manages workload deadlines and changing priorities.
• Continuous Improvement Identifies opportunities to enhance service quality processes and customer experiences.
• Adaptability Thrives in a dynamic environment and embraces change positively.
• Resilience Performs effectively under pressure while maintaining a professional and customer-focused approach.
• Results Orientation Demonstrates accountability and consistently delivers high-quality outcomes.

Why Youll Love Working at EROAD

EROAD is a true Kiwi success story in the tech sector. Publicly listed since 2012 were represented on the NZX and ASX and continue to grow rapidly across New Zealand Australia the Philippines and the USA.

We value diversity and are proud to be a multicultural organisation. At EROAD we invest in our people through employee recognition programs EAP offerings and continuous learning opportunities.

Our people are at the heart of everything we do we foster a culture of

innovation collaboration and belonging where your ideas can thrive.

Join EROAD and be part of a purpose-driven organisation shaping the future of connected transport we would love to hear from you.