Technical Support Engineer

Description:

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 L3.
• Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Looker.
• Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.
• Communicate with customers if needed for escalated, urgent inquiries to minimize customer churn.

What We’re Looking For

• Minimum working experience of 1 year in customer and/or technical support (preferably as a Technical Support Engineer)
• Must have excellent written and verbal communications skills
• Fluent in spoken and written English.
• Team player and can work in a professional environment.
• Computer Science/Engineering background.
• Should be an exceptional performer.
• Familiar with Hardware and Firmware level troubleshooting.
• On-Call rotation flexibility