Product Success Engineer

Job Description

Job Description

Salary: Starting @ $55k Based on Experience + Rewards + Bonsues

Our History:

The Storyteller Overland vibe started out as a drawing on a restaurant napkin in 2017 illustrating a desire to help people live more adventurous lives. Back then, very few had ever heard of an adventure van, and some at the restaurant table with CEO Jeffrey Hunter had doubts it would ever sell.

The company officially launched in 2018 with a humble yet confident team of seven employees. Over the next year, we worked on launching our MODE 4x4 and finding dealer partners to work with, and finally, the dream was turning into a reality.

Weve been fortunate to be full speed ahead since then. Weve added sister companies to our galaxy and built out quite the impressive team hopefully you included. We hit 500 vans built, then 1,000, then so many more that these milestones became difficult to keep track of. Weve added new vehicles to our lineup and have built a massive community of like-minded adventurers that also continues to grow.

As we reflect on our history, though, we remind ourselves that our best ideas are still ahead of us, not behind us. Heres to saying yes to the next grand adventure!

Our Vibe:

We are proud to have a people centered, values-driven culture, which means we focus less on rules & transacting and more on values & transforming. Our goal is to create workplaces and spaces where great people can do great things in order to thrive and flourish both professionally and personally.

Overview:

As a Product Success Engineer, you will serve as the technical bridge between our product development, customer experience, and eCommerce teamsensuring our adventure lifestyle products not only meet performance expectations but deliver lasting customer satisfaction.Youll own the post-purchase product experience by troubleshooting issues, supporting install partners and DTC customers, and delivering actionable insights to improve product performance, installation, and serviceability.

This role requires a hands-on, solutions-focused mindset with a passion for adventure gear, technical know-how, and a commitment to elevating the ownership experience for our community of vanlifers, overlanders, and outdoor enthusiasts.

General Responsibilities:

• Provide expert-level technical support to direct customers, channel partners, and installers, ensuring timely and accurate resolution of product-related issues,
• Lead quality troubleshooting efforts by identifying root causes of product defects or performance concerns and collaborating with engineering, manufacturing, and supply chain teams to implement corrective actions,
• Serve as the technical voice of the customer, capturing field feedback and translating insights into actionable improvements in design, documentation, and user experience,
• Manage escalated support tickets and complex product inquiries via email, phone, video, and CRM platforms (e.g., Zendesk),
• Develop and maintain product support content including install guides, FAQs, troubleshooting documentation, and training materials,
• Conduct product testing and validation to verify performance, durability, and serviceability under real-world conditions,
• Assist with product onboarding and implementation for new launches, ensuring support teams and customers are equipped with the tools and knowledge for success,
• Track and report recurring issues, trends, and opportunities to improve product quality, reduce returns, and enhance the overall customer experience,
• Collaborate cross-functionally with engineering, customer experience, marketing, and operations to ensure alignment on product performance, serviceability, and customer expectations,
• Act as a brand ambassador by delivering technical support that reinforces trust, reliability, and passion for the adventure lifestyle,
• Contribute to the overall success of the Performance & Accessories team by co-elevating with all team members through collaboration, cooperation, and camaraderie,
• Perform additional responsibilities and tasks as assigned to support organizational and team goals.

Work Schedule:

• Fixed: Generally Monday - Friday from 8 a.m. to 5 p.m. Some nights and weekends maybe required.

Work Location:

• Facility located in the Lakeshore Area (428 Industrial Lane, 35211)

Qualifications/Skills:

• Customer service, support, product knowledge, G Suite familiarity, quality orientation, people centric, good problem solver, solid data entry practices, exceptional phone skills, active listener, conflict resolution expert, juggler of many tasks simultaneously well, and patient.

Education and Experience:

• Bachelor Degree in Engineering required
• Welder / Fabricator Experience a plus
• Certified Mechanic a plus
• Familiarity with office software and G Suite
• Familiarity with Automotive Service & Support, specifically suspension systems
• Prior knowledge of automobile parts and/or an aptitude for learning automotive parts
• Prior experience working in customer service position(s)
• Proven track record of working in a fast-paced, high-stress position that requires high
  levels of emotional intelligence

Position Scorecard:

• Core Competencies: Technical Acumen, Problem Solving and Root Cause Analysis, Customer-Centric Mindset, Cross-Functional Collaboration Communication & Documentation, Attention to Detail, Adaptability & Resilience, Field & Product Passion, Proactive Ownership, Emotional Intelligence, and Continuous Improvement Focus
• Position Mission: Ensure every customer has a seamless and satisfying ownership experience by delivering expert technical support, proactive troubleshooting, and fast, effective solutions. Act as the critical link between the field and the product teamtranslating real-world feedback into improvements that enhance quality, usability, and long-term brand trust.
• Anticipated Outcome: Customers experience consistently reliable, high-performing products backed by expert supportresulting in fewer issues, faster resolutions, and stronger brand loyalty across all adventure channels.

Physical Requirements:

Candidates should be prepared for the following:

• Sitting: The majority of the workday will be spent sitting at a desk, using a computer, and performing tasks that require sustained attention and focus.
• Light Lifting: Occasionally, employees may need to lift and carry boxes or office supplies weighing up to 50 pounds.
• Reaching and Stretching: There may be instances where reaching or stretching is required to access files, office equipment, or supplies.
• Visual and Mental Concentration: The position may require employees to read documents, analyze data, and perform tasks that demand a high level of visual and mental concentration.
• Repetitive Tasks: Some tasks may involve repetitive motions, such as filing, scanning, or using office equipment, which may require attention to ergonomics and comfort.
• Ability to Sit and Stand for Meetings: Meetings or discussions may require employees to sit or stand for varying periods.

It's important to note that this job primarily involves office-based work, and the physical demands are generally minimal. Accommodations will be provided as needed to ensure the comfort and well-being of employees in accordance with applicable laws and regulations.

Exemption Status: Exempt