Sales Engineering Support Specialist

SUMMARY:
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POSITION INFO:

Sales Engineering Support Specialist

About the client:

Our client is a leading provider of intelligent transportation system (ITS) solutions, focused on making roads across the United States safer, more efficient, and more connected. Their products include innovative hardware and software technologies — such as the Glance® SaaS platform — that help cities and transportation agencies improve mobility, reduce response times, and enhance roadway safety through smarter infrastructure. Headquartered in Atlanta, Georgia, with offices in Cape Town, South Africa, and India, they work across continents to deliver real-world impact through connected vehicle technology, smart traffic management, and advanced emergency response systems.

About the Role

Our client is seeking a highly capable and proactive Sales Engineering Support Specialist to join their technical team in Cape Town. This individual will work closely with their Sales Engineers to manage service tickets, contribute to technical documentation, and support strategic special projects.

The ideal candidate is technically proficient, solutions-oriented, and eager to grow. You will be expected to ramp up to near-solo execution capability within 3–6 months, assuming a critical supporting role in our client’s engineering operations and knowledge management.

Key Responsibilities

1. Technical Support Operations

• Review and triage incoming Service Cloud tickets
• Perform initial ticket diagnostics and basic troubleshooting
• Coordinate with Sales Engineers by preparing background information and suggesting next steps

2. Project Monitoring

• Monitor and track device deployments (e.g. beacon firmware tracking)
• Maintain spreadsheets and dashboards to monitor firmware status and device health
• Proactively alert Sales Engineers to device issues and suggest corrective actions

3. Documentation & Knowledge Sharing

• Draft and maintain a Sales Engineering Handbook, capturing new features, tools, workflows, and best practices
• Collaborate with designers and engineers to document technical processes and tools
• Contribute to training sessions for Sales Engineers

4. Cross-functional Collaboration

• Act as a technical liaison between Sales Engineering and the Support Team
• Work with colleagues globally to improve task delegation and knowledge transfer
• Partner with leadership to identify and trial improvements in ticket triage, project tracking, and quality assurance

Required Qualifications

• Engineering degree or equivalent technical training (mechanical, electrical, computer, or systems engineering preferred)
• 1–3 years of technical support, engineering operations, or system troubleshooting experience
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication skills
• Proven ability to work independently and prioritize tasks

Preferred Qualifications

• Experience working in a technical support, pre-sales engineering, or product operations team
• Familiarity with device configuration, firmware tracking, or ticketing systems
• Demonstrated initiative in creating documentation or internal knowledge bases
• Exposure to distributed or international teams, with awareness of time-zone and communication challenges

Soft Skills and Cultural Fit

• Curious and self-driven
• Collaborative and open to feedback, but capable of operating with minimal supervision
• Comfortable escalating and communicating clearly when stuck
• Willingness to grow into a partner-level support role to Sales Engineers over time
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