Support Engineer

• Location: This position is based in Atlanta, GA
• Work Schedule: 5 days per week, you must be available to work a shift between 8:00 AM and 5:00 PM Eastern Time (ET). A Sunday-Thursday and Tuesday-Saturday shift is available.
• Availability: A weekend day and some holidays are required.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas.

Are you the type of person who always goes the extra mile? Are you passionate about your craft and always striving to improve? Do you get so excited with the successful resolution of a client issue that you high‑five the person next to you? If so, you are exactly who we are looking for.

We are looking for a talented, dedicated Support Engineer to join our high‑five team and take part in the continued growth of our dynamic company.

AMP is an industry‑leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting‑edge software solutions such as white‑labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before.

AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands.

No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.

In addition to AMP, the NCS family of brands includes Mac Neil, Ryko, Vacutech, Pur Clean, TSS, Rain‑X, Armor All, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.

We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We’re dedicated to building world‑class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch‑and‑learns, and celebrating victories (even the small ones) along the way.

As a Support Engineer, you will be responsible for achieving the highest possible level of support for our customers by responding to support requests, analyzing error logs to resolve issues and determine trends, and producing customer‑facing documentation. You will work closely with our customers, providing personalized support, onboarding assistance, and proactive solutions to help them derive maximum value from our products.

Responsibilities:

Proactive Support:

• Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Foster trust, loyalty, and advocacy among customers. Utilize the app and its supporting databases and systems to provide unparalleled customer support for the app, the management platform, and our kiosks.
• Leverage multiple systems to identify known and novel error types to resolve issues impacting the user experience. Identify recurring patterns, anomalies, and potential issues. Analyze error codes, messages, and timestamps to pinpoint root causes.

Proactive Reporting:

• Maintain detailed records of error logs, investigations, and resolutions. Create internal documentation for common error scenarios and their solutions. Share insights with relevant team members to improve system reliability.

Product Expertise:

• Develop a deep understanding of our app and its features. Stay up to date with the latest product developments and enhancements. Demonstrate and communicate product functionality, benefits, and value propositions to customers as dictated by support requests.

Customer…