Support Engineer presso ONETRACK.AI

Description

OneTrack enables effortless logistics operations for the world's largest brands and logistics companies. We do this by deploying camera sensors and other data capture devices along with our mission control platform and AI agents across their operations. We think in decades and not VC-fund cycles, and we're committed to delivering real value to an industry that needs us right now. Every team member is laser-focused on growing the value of our scalable computer vision platform, expanding into new markets, industries, and use cases. Today, OneTrack is deployed in hundreds of warehouses across North America working with companies like Kellanova, Ryder, Church & Dwight, ID Logistics, and many more. We're off to a big start, and we're doing it on our terms and timelines.

As a Support Engineer at OneTrack, you will serve as the front line for client and internal technical support. This role is ideal for someone with a software or computer science background who wants to apply those skills in a fast-paced, real-world environment—writing automations, troubleshooting technical issues, and working directly with the tools and systems that power our operations.

Responsibilities

• Handle Tier 1 and Tier 2 client support tickets, resolving issues related to sensor connectivity, agentic AI, and other platform functionality
• Provide internal technical support to field services and operations teams
• Use AI to build tools that automate support processes, enhance monitoring visibility, and reduce issue resolution times.
• Use and help refine tools for ticket management, diagnostics, and reporting
• Document troubleshooting procedures and contribute to knowledge base articles
• Escalate complex issues to engineering with clear, detailed technical context
• Analyze support trends to identify recurring issues and recommend solutions

Requirements

• Bachelor's degree or Associate's degree in Computer Science, Information Technology, or a related technical field—or equivalent experience (bootcamp certificate, demonstrable self-taught skills)
• Basic Python proficiency as well as SQL understanding
• Comfortable working in a command line from time to time
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication for client facing communication 
• Comfortable working remotely and managing your own time effectively
• Previous experience in a support, helpdesk, or technical operations role is a plus but not required

Benefits

• Full time, remote
• Participation in company's medical, dental, and vision insurance
• Participation in company 401k program
• PTO