{"id":1840986,"url":"https://alion.io/job/eroad-technical-support-agent-tier-2","title":"Technical Support Agent - Tier 2","company":{"id":2562335,"name":"EROAD","domain":"eroad.com","url":"https://alion.io/company/eroad-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":74000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":552},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-08-18T00:00:00Z","employer_posted_date":"2026-08-18","last_verified_at":"2026-10-11T21:35:42Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"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.\nWhat We're Looking For\nAre you a technically savvy problem solver with a passion for helping customers succeed?\nWe'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.\nYou'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.\nAbout the Role\nAs 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.\nThis 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.\nAs a Technical Support Agent - Tier 2, you will be responsible for:\nAdvanced Technical Support & Troubleshooting\nPerform triage, root cause analysis, debugging, and problem resolution across multiple products.\nProvide advanced technical and product support to customers.\nDeliver effective resolutions and workarounds for complex technical issues.\nEscalate issues appropriately to Tier 3 Support, Product, Development, and Engineering teams when required.\nInvestigate and diagnose technical challenges while maintaining detailed case documentation.\nCustomer Case & Escalation Management\nOwn and proactively manage escalated customer cases through to resolution.\nProvide regular status updates and communicate resolution progress to customers.\nSupport Large Enterprise and Premium Support customers with complex issues.\nPartner with customer service desks to ensure prompt ticket resolution and feedback.\nEnsure customer Service Level Agreements (SLAs) are consistently achieved.\nOperational Excellence\nManage a daily case queue, prioritising tickets effectively to meet customer commitments.\nMaintain accurate records of customer interactions, actions taken, and outcomes achieved.\nIdentify recurring issues and contribute to process improvements that enhance service delivery.\nEnsure support processes are consistently followed across all support tiers.\nKnowledge Sharing & Continuous Improvement\nAssist in developing support documentation, knowledge articles, and troubleshooting guides.\nContribute to training materials and support team capability development.\nShare technical expertise and best practices across the wider support organisation.\nContinuously build knowledge of EROAD products, applications, and hardware solutions.\nCross-Functional Collaboration\nWork closely with Product, Engineering, and Operations teams to resolve customer issues.\nProvide valuable customer feedback to internal stakeholders.\nSupport initiatives that improve the customer experience and operational effectiveness.\nFoster strong working relationships across the business to ensure successful customer outcomes.\nSkills and Experience\nWe're looking for someone who combines strong technical capability with a passion for customer success. You'll bring:\nMinimum 3 years' experience in a customer-facing Technical Support, Technical Services Desk, Customer Service, or Technical Account Management environment.\nExperience supporting customers in Tier 1 or Tier 2 technical support roles.\nStrong troubleshooting, analytical, and problem-solving skills.\nExperience managing escalated customer issues and driving successful resolutions.\nExcellent written and verbal communication skills.\nStrong organisational skills with the ability to manage competing priorities.\nAbility to work effectively in a fast-paced and evolving environment.\nExperience using tools such as Salesforce, Jira, Confluence, Microsoft Teams, and Outlook.\nPreferred experience within Telematics, SaaS, IoT, Wireless, or related technology industries.\nRelevant qualifications in Computer Science, Engineering, Science, Business, or a related field are advantageous.\nKey Competencies\nCustomer Focus - Passionate about delivering exceptional customer outcomes and building trusted relationships.\nTechnical Expertise - Demonstrates advanced troubleshooting, investigation, and problem-resolution skills.\nAnalytical Thinking - Identifies patterns, diagnoses root causes, and develops effective solutions.\nCommunication - Communicates clearly, professionally, and confidently with customers and stakeholders.\nPlanning & Prioritisation - Effectively manages workload, deadlines, and changing priorities.\nContinuous Improvement - Identifies opportunities to enhance service quality, processes, and customer experiences.\nAdaptability - Thrives in a dynamic environment and embraces change positively.\nResilience - Performs effectively under pressure while maintaining a professional and customer-focused approach.\nResults Orientation - Demonstrates accountability and consistently delivers high-quality outcomes.\nWhy You'll Love Working at EROAD\nEROAD 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.\nWe 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.\nOur people are at the heart of everything we do - we foster a culture of\ninnovation, collaboration, and belonging where your ideas can thrive.\nJoin EROAD and be part of a purpose-driven organisation shaping the future of connected transport - we would love to hear from you.","description_format":"text","description_chars":6608,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-04T16:22:29Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.655,"p_room":0.55,"age_days":53,"expected_fill_days":37,"reasons":["conf:7","velocity","win:tail"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/eroad-technical-support-agent-tier-2","json_url":"https://alion.io/job/eroad-technical-support-agent-tier-2.json","meta":{"generated_at":"2026-10-11T23:55:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15319,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2562335},"rest":"https://alion.io/mcp/rest/get_company?id=2562335"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feroad-technical-support-agent-tier-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feroad-technical-support-agent-tier-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feroad-technical-support-agent-tier-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eroad-technical-support-agent-tier-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feroad-technical-support-agent-tier-2"}]}