Product Support Engineer, Automotive Software

What You'll Do

We are seeking a highly skilled and motivated Automotive SoftwareProduct Support Engineer to join our dynamic team. As an Automotive SoftwareProduct Support Engineer, you will be responsible for providing technical assistance and support to customers using our Automotive Software products. Your primary focus will be to ensure customer satisfaction by resolving software-related issues, troubleshooting technical problems, and delivering exceptional support throughout the product lifecycle. You will collaborate closely with cross-functional teams, including software developers, quality assurance engineers, and customer service representatives, to address customer needs and improve the overall user experience.

Join our team and play a crucial role in supporting our Automotive Software products, ensuring the highest level of customer satisfaction, and driving innovation in the automotive industry.

Location: Hybrid, working onsite at our San Jose, CA headquarters 3 days a week, with the flexibility to work remotely the remainder of your time.

Job ID: 41602

• Provide technical support to customers and assist them in troubleshooting software issues related to our Automotive Software products.
• Respond to customer inquiries, resolving problems via various communication channels (phone, email, chat, or remote sessions) in a timely and professional manner.
• Investigate and diagnose software problems reported by customers, utilizing debugging tools, log analysis, and other diagnostic techniques.
• Collaborate with software development teams to analyze and resolve complex technical issues, including bug reports and feature requests.
• Work closely with the quality assurance team to reproduce customer-reported issues, validate fixes, and ensure software stability and reliability.
• Document and maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system or knowledge base.
• Create and update technical documentation, knowledge base articles, and FAQs to assist customers in troubleshooting common issues and self-service resolution.
• Collaborate with the customer success team to provide product training and support during the onboarding process and post-implementation stages.
• Participate in product testing and validation activities to ensure the software meets quality standards and customer requirements.
• Stay updated with industry trends, emerging technologies, and best practices related to Automotive Software development and support.

What You Bring

• Bachelors with 3+ years of relevant industry experience, or Masters with 1+ years in Software Engineering, Computer Science or a related technical field. Relevant work experience may be considered in lieu of a degree.
• Solid understanding of Automotive Software systems and familiarity with automotive industry standards and protocols (e.g., CAN, LIN, Ethernet, UDS).
• Strong troubleshooting and problem-solving skills to diagnose and resolve complex software issues.
• Experience in software support or technical customer service roles, preferably in the Automotive Software domain.
• Proficient in programming languages such as C/C++, Python, or Java.
• Familiarity with software development tools, version control systems, and defect tracking systems.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to customers of varying technical backgrounds.
• Customer-focused mindset with a passion for delivering exceptional support and ensuring customer satisfaction.
• Ability to work independently and collaboratively in a fast-paced environment with minimal supervision.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and meet deadlines.
• Experience with automotive embedded systems, in-vehicle networks, or telematics solutions.
• Knowledge of automotive diagnostics and familiarity with diagnostic tools (e.g., OBD-II scanners, diagnostic protocols).
• Understanding of software development methodologies, such as Agile or Scrum.
• Experience with debugging tools and techniques (e.g., GDB, Wireshark) for analyzing software and network-related issues.
• Prior experience with ticketing systems and knowledge base tools.
• You're inclusive, adapting your style to the situation and diverse global norms of our people.
• An avid learner, you approach challenges with curiosity and resilience, seeking data to help build understanding.
• You're collaborative, building relationships, humbly offering support and openly welcoming approaches.
• Innovative and creative, you proactively explore new ideas and adapt quickly to change.

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