Technical Support Engineer

Description:

• 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.
• Utilize 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 minimize 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