Position Summary:
The Technical Support Engineer (Surfsight) will engage directly with resellers and end-users, handling the most technically advanced cases. Our TSE’s use big data to help troubleshoot platform, hardware, and API/integration issues. If you love to work in a fast paced, dynamic organization that has an ever increasing customer base then this is the role for you!
Key Duties and Responsibilities:
- Verify and document complex technical support issues and deliver technical solutions in a timely manner
- Troubleshoot API and other custom integration issues
- Gather and analyze data from internal databases via pre-written and custom SQL scripts to assist with troubleshooting
- Leverage data warehousing and visualization tools to identify technical issues and trends over large sets of data
- Troubleshoot customer/reseller reported device issues to validate and determine root cause (hardware, software, database)
- Interface with database and development teams as needed to clarify and communicate escalations
- Effectively communicate complex technical matters to both technical and non-technical stakeholders
- Document product defects and enhancements requests in both CRM and engineering project management tool
- Project manage and execute large-scale troubleshooting efforts that may require cross-functional partnership
- Communicate directly with our resellers and end-users to keep them apprised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validation
- Make recommendations on process and tool improvements for the team
- Other duties as assigned
Required Skills and Experience:
- 3+ years’ of experience in Technical Support or Engineering role, preferably in a SaaS, telematics, or IoT environment
- Experience working with Big Data and familiarity with warehousing/analytics tools such as Tableau, Snowflake, or Amazon RedShift, etc.
- Experience with applications that use API
- Experience in one or more scripting language including writing queries (SQL, PERL Shell)
- Basic understanding of Agile methodologies
- Working knowledge of the components in a web application stack
- Inquisitive and analytical with excellent troubleshooting skills
- Strong commitment to quality and customer service
- Excellent written, verbal and presentation skills
- Bachelor’s degree in computer science or equivalent experience or equivalent certifications
Innovation Lives Here
You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.
Together, we help save lives on our roadways.
Find out how good it feels to be a part of an inclusive, collaborative team. We’re committed to delivering an environment where everyone feels valued, included and supported to do their best work and share their voices.
Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We’re committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.
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