Tier 3 Technical Support Specialist (Remote)

The Tier 3 Specialist will play a critical role in providing advanced technical support and solutions to our clients. This position entails collaborating closely with various departments to ensure customer satisfaction and retention, while also participating in special projects aimed at improving service delivery. The Tier 3 Specialist will be responsible for understanding deep technical experience and handling of our wide array of products, features, and services to identify setup, bugs, functionality issues and drive to resolution or escalations within Product or Development teams.

Responsibilities and Duties

1. Bug Management

• Manage backlog priority and escalations of impact and severity on raised items.
• Review and control the escalations to development to ensure accuracy and consistency are met from Tier 2 and Tier 3 teams.
• Escalate issues to Development and Engineering teams for resolutions that are not being picked up or managed.
• Track the progress of bug fixes and communicate outcomes to clients.
• Conduct validation of fixes to ensure correct communication for effective resolution of reported issues.

2. Data Analysis

• Analyze data to understand primary drivers of customer contacts.
• Identify root causes of issues and advocate for solutions across departments.
• Utilize data insights to improve service delivery and customer satisfaction.
• Collaborate with cross-functional teams to drive success and reduction of contact ratio.

3. Customer Support and Retention

• Actively participate in success plans (Type 3 Risk) related to technical support.
• Ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.
• Foster strong relationships with clients to understand their needs and challenges.
• Participate within weekly internal and customer meetings to understand outstanding issues, key areas of improvement and to identify trends to reduce risk.
• Participating in customer meetings and communication as a technical liaison to ensure customer understanding of technical bugs and verbiage of impact and solutions.

4. Participation in Special Projects

• Engage in special projects for major clients, contributing to improvements in service delivery.
• Participate in improvement events such as Kaizens, PSPs, special training projects, etc.
• Collaborate with cross-functional teams to drive project success and innovation.
• Assist with quick validating on deployments of releases on production systems.
• Assist with Product and Development to determine root cause and acquire RCAs for issues where needed.

Required Skills / Qualifications

• At least 3+ years of experience within a Tier 1 and Tier 2 position
• Proven experience in technical support or a related field.
• Strong understanding of bug management and root cause analysis.
• Excellent communication skills, both technical and non-technical verbiage.
• Proven track record in client facing roles managing various stakeholders of the projects/programs
• Familiarity with the product development lifecycle
• Experience in handheld devices (hardware /firmware) and must have experience with web-based application systems
• Ability to work within a fast-paced, change embracing corporate culture
• Ability to work collaboratively with cross-functional teams.
• Proficiency in data analysis and the use of business system tools.
• Willingness to travel as needed for customer visits and onsite issue duplication.
• The candidate should be aware that, although it will not be a constant, in some cases it will be necessary to travel to attend to specific client situations.

The hourly base compensation range for this position is $28.84 to $38.46. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

For this specific role, you may be eligible for overtime in accordance with state laws. Overtime hours are not guaranteed.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays) per year and paid sick leave.*

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law. 

WHO IS TELETRAC NAVMAN

Teletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight.

Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit teletracnavman.com.  

Teletrac Navman is a Vontier company.

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WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com   

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!