Description:
The Tier 2 Technical Support Engineer - Hardware - Safety POD is a technical customer support engineer that manages, tracks, diagnoses, and troubleshoots the most difficult Safety-related cases in Support. Safety Engineers help customers in extracting incident data for exonerating cases. 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 understand the magnitude and scope of the issues before escalating directly to Tier 3.
What You’ll Do
- Determine how to resolve Safety/Dashcam issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption.
- Help customers with accident footage and telematics retrieval for case exoneration.
- 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 Tier 3.
- Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Grafana, Redash, AT&T Portal, etc.
- 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.
- Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
What We’re Looking For
- Strong technical skills for analyzing critical data points.
- Must have excellent written and verbal communications skills as well as strong customer service experience
- 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.
- Participate in on-call rotation