Technical Support Engineer

Description:

The Technical Support Engineer - Tracking and Telematics role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understanding the magnitude and scope of the issues before working with the Technical Lead.

What You’ll Do

• Determine how to resolve support issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption.
• Determine root cause of errors/bugs - use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to the Technical Leads.
• Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Redash.
• Utilise tools developed by the engineering team to modify user/vehicle data for resolving support issues.
• Communicate with customers for reported issues, escalated cases, and urgent inquiries to minimise customer churn.
• Report on-duty if you are engaged as the On-Call Technical Support Engineer in the rotation.

What We’re Looking For

• Minimum 1 year tenure in Technical Support or 2 years in Customer Support
• Fluent in spoken and written English
• Team player and can work in a professional environment
• Computer Science/Engineering educational background
• Should be an exceptional performer
• Familiar with Hardware and Firmware level troubleshooting
• On-call rotation flexibility