About the role
<h3>🚀 Ready to Make an Impact? Join MORO TECH!</h3><p>MORO TECH is a tech house with a global team on a mission to empower businesses to succeed through business transformation solutions, data-driven strategies and a deep technical expertise. </p><p>Imagine being part of a team working alongside one of the world’s largest OEMs and shaping the future of the industry. </p><p>Here, your ideas are not just welcomed, they are essential! We thrive on creativity, value diverse perspectives and foster an environment where everyone’s contributions are valued. If you are driven by the sense of doing meaningful work and growing in a dynamic company, let’s connect!<br /><br />We are looking for a <strong>Technical Support Engineer </strong>responsible for delivering advanced technical support across multiple European platforms. This role ensures the accurate handling, investigation, and resolution of complex support cases, while acting as a key escalation point between Level 1 teams and OEM support lines. The position combines strong diagnostic expertise with performance monitoring, SLA management, and continuous improvement initiatives, including root cause analysis and training material development. With a focus on efficiency, collaboration, and service excellence, the role plays a critical part in enhancing support operations and ensuring optimal communication between vehicles, diagnostic tools, and technical systems.</p><p><strong>On a given day, a Technical Support Engineer you will:</strong></p><ul><li>Provide Level 2 technical support across European support platforms, ensuring effective case handling and resolution.</li><li>Filter, verify, document, and own support cases end-to-end, ensuring timely follow-up and First Contact Resolution (FCR) where possible.</li><li>Collaborate closely with Level 1 support to clarify case scope and escalate issues to OEM support lines when needed (diagnostic tools or technical publications).</li><li>Monitor support performance using KPIs, ensure SLA compliance, and deliver performance reporting to management.</li><li>Promote clear communication across teams and entities, ensuring alignment and efficient issue resolution.</li><li>Conduct Root Cause Analysis (RCA) and contribute to continuous improvement through updated training materials and best practice documentation.</li><li>Support testing activities to validate proper communication between vehicles and diagnostic tools.</li></ul>