Technical Support Engineer

Job Description

Job Description

Customer Support Engineer – Portland or Hood River, OR

Sightline Intelligence is the leader in onboard video processing. We are an agile, innovative company developing onboard video processing systems for the autonomous vehicle industry (UAV, drone, robot, etc.). We are looking for a talented customer support engineer to help join our growing team.

Purpose of Position

Based in either the Portland or Hood River office, this role involves collaborating with our business development, sales, and engineering teams to provide comprehensive technical support to Sightline customers. The ideal candidate has excellent communication skills, can patiently troubleshoot new configurations, and is eager to solve problems. Although IT skills are helpful, this is not an IT or DevOps role; this role will be supporting embedded software products.

Summary of Essential Job Functions

• Provide direct technical support to customers via email, telephone, and virtual meetings (potential 10-20% travel).
• Debug software independently and in collaboration with customers via email, telephone, MS Teams, and TeamViewer (typically C++).
• Quickly understand customer needs to provide timely and accurate technical responses.
• Develop a comprehensive understanding of SightLine products and train customers on product use for successful customer integration.
• In partnership with our QA team, conduct software and hardware testing for new product releases, ensuring quality and performance standards are met.
• Identify patterns, share insights from customer interactions, and distribute feedback to internal teams to support continuous product improvements.
• Create and maintain support material that includes technical documentation, FAQs, videos, etc.

Education and Experience Qualifications

Beneficial Experience (preferred, not required)

Salary and Benefits

Estimated salary range for this position is $95K to $115K annually, depending on experience.

Compensation includes salary, 11 paid holidays, PTO (20 days earned over the first year), health insurance (100% Sightline covered for HDHP with HSA). Premiums fully paid by Sightline for dental, vision, and life / disability insurance. 401(k) matching, Sightline paid OR PFMLI coverage, schedule flexibility, parental leave, and education reimbursement.

About Sightline

Sightline Intelligence has three offices : Hood River, OR, Portland, OR, and Brisbane, Australia. The Hood River office includes sales, software engineering, and support teams. Our Portland office includes manufacturing, software, hardware engineering, and QA teams. The two offices are in constant communication and get together regularly to discuss ongoing projects and new opportunities. We work in an open office setting, actively communicating about projects and customers throughout the day. Sightline is a member of the Gorge Technology Alliance and regularly sponsors Capstone teams at Portland State University.

Sightline Intelligence provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. Our ongoing diversity, equity, and inclusion efforts help us continually improve employee support.