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. EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.

What We're Looking For

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

We're looking for a Technical Support Agent - Tier 2 to join our high-performing Technical Support team. In this role, you'll provide advanced troubleshooting and technical expertise, helping customers resolve complex issues while delivering an exceptional support experience.

You'll 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 EROAD's products and services. If you enjoy solving challenging technical problems, building customer relationships, and thriving in a fast-paced technology environment, we'd love to hear from you.

About the Role

As a Technical Support Agent - Tier 2, you'll be responsible for managing escalated customer issues, conducting root cause analysis, and providing expert-level technical support across EROAD's products and services. You'll 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. You'll 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

We're looking for someone who combines strong technical capability with a passion for customer success. You'll 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 You'll Love Working at EROAD

EROAD is a true Kiwi success story in the tech sector. Publicly listed since 2012, we're 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.