Support Engineer - Americas (NAMER)

VERIDAPT is seeking a Support Engineer to join our Customer Support team, reporting to the Customer Support Team Lead (Americas). This role is central to delivering high-quality technical support to our customers and partners, ensuring the reliable performance of VERIDAPT's industrial IoT hardware, software and fuel management solutions. As a Support Engineer, you'll play a key role in keeping our customers' operations running smoothly by troubleshooting technical issues, resolving incidents and supporting the deployment and upgrade of VERIDAPT's technology.

Working closely with customers, service partners and internal teams, you'll provide primarily remote technical support, with occasional onsite assistance. You'll work across both hardware and software systems, investigate complex technical challenges and help drive improvements to our products, processes and overall customer experience.

This is a great opportunity for someone who enjoys problem-solving, has a passion for technology and wants to develop their technical expertise while supporting customers across the Americas and beyond.

Provide remote and occasional onsite technical support to customers and service partners, ensuring timely and effective issue resolution.

Monitor and manage incoming support tickets, troubleshooting incidents and resolving issues in line with service level agreements (SLAs).

Investigate and troubleshoot hardware, software, networking, cloud connectivity and data synchronization issues.

Analyze system logs, alerts and monitoring tools to identify root causes and implement solutions.

Support the deployment, configuration and upgrades of VERIDAPT applications, hardware and firmware.

Coordinate system updates, testing and change management activities to minimize disruption to customer operations.

Prepare technical reports, maintain accurate support records and develop clear technical documentation and troubleshooting guides.

Collaborate with internal engineering, product and customer-facing teams to escape issues, share insights and improve product performance.

Build strong working relationships with customers and service partners, providing clear communication and technical guidance.

Identify opportunities to improve support processes, product functionality and the overall customer experience.

Participate in on-call support arrangements when required.

We're looking for someone who enjoys solving technical challenges, takes pride in delivering excellent customer support and is eager to build their knowledge across software, hardware and emerging technologies.

A degree in Electrical, Electronics, Computer or Systems Engineering, Computer Science, Information Technology or a related discipline, or an equivalent technical qualification with relevant hands-on experience.

Recent graduates with relevant internship, co-op or industry experience are encouraged to apply.

Strong technical troubleshooting and problem-solving skills, with the ability to investigate both hardware and software issues.

A good understanding of computer networking, connectivity and IT systems.

Some exposure to Linux and scripting languages, such as Bash, Python or PowerShell.

Familiarity with ticketing and issue-tracking systems such as HubSpot or Jira.

Excellent written and verbal English communication skills, with the ability to explain technical information clearly.

Proficiency in Microsoft Office applications.

A valid US driver's license and willingness to travel domestically and internationally as required.

ITIL 4 Foundation, CompTIA A+, Network+ or similar technical certifications.

Previous exposure to industrial IoT, fintech, mining or rail industries.

Experience supporting cloud-connected applications, hardware integrations or remote monitoring systems.

You're comfortable taking ownership of technical challenges, communicating with customers and collaborating with colleagues across different teams and regions.

You're organized, adaptable and committed to delivering a positive customer experience.

At VERIDAPT, our values are centered around innovating with purpose, tenacity, collaboration and trust , and we're looking for someone who brings those behaviors to the way they work with colleagues, partners and customers.

Genuine remote working from home in the US with a company laptop provided

• ~ Health insurance (Cigna Gold Plan) + Guardian Dental & Vision
• ~ $350 USD remote work setup allowance
• ~ $Coaching and counselling through our Employee Assistance Program
• ~ $Ongoing learning and development through virtual and in-person training
• ~ The opportunity to work with innovative technology that's making mining operations safer, smarter and more sustainable around the world

Whether you're an early-career engineer or have hands-on technical support experience, we'd love to hear from you.