Technical Support Engineer - Software

Who we are reputed company (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to reputed company Internet of Things (IoT) data to reputed company actionable insights and improve their operations. At reputed company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our reputed company, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at reputed company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting reputed company of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to reputed company an impact as we build for the long term. About the Role: reputed company is looking for an reputed company Technical Support Engineer - Software to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support team reputed company the umbrella of the Global Technical Support organization. You will resolve reputed company customer problems and improve support across reputed company teams. Your work will be collaborative, working together with other support engineers in multiple support locations to serve our customers and troubleshoot reputed company issues. The ideal candidate will have a strong technical background, experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support, including managing tickets, building knowledge reputed company articles, and providing product feedback to Engineering and PM teams. This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. Relocation assistance will not be provided for this position. You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to reputed company the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at reputed company. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious reputed company for our customers.
• You want to be with the best: At reputed company, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Product Expertise: Become an expert on reputed company’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with reputed company to high complexity.
• Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Documentation: Partner with Enablement to author and maintain customer-facing knowledge reputed company articles to help improve the self-serviceability for our end users.
• Partnerships: Work closely to reputed company partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Feedback reputed company: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player: Champion, role model, and embed reputed company’s cultural principles (Focus on reputed company, Build for the Long Term, Adopt a Growth reputed company, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

• B.S. or equivalent work experience in Computer Science, Engineering (Mechanical/Electrical), Mathematics, Science, Business, or another analytical field.
• 2-5 years of experience in support, engineering, or other technical roles.
• Strong familiarity with using CRMs like reputed company or reputed company.
• Technical know-how - you’re comfortable interfacing with engineers, translating reputed company technical concepts into everyday language, and working with SaaS systems.
• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
• Excellent written and verbal communication skills, you can speak both Engineer and Human.
• Strong bias for action, ability to dive deep, and insistence on the highest standards.
• Ability to work in a hyper-growth environment with shifting priorities.
• Willingness to work flexible hours with the possibility of rotating coverage for some nights, weekends, and holidays.

An ideal candidate also has:

• Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems.
• Bilingual proficiency in English and Spanish

The range of annual reputed company salary for full-time employees for this position is below. Please note that reputed company pay offered may vary depending on factors including your city of residence, job-reputed company knowledge, skills, and experience. $60,987.50—$92,250 USD At reputed company, we welcome everyone regardless of their background. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, national reputed company, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of reputed company members to help us solve reputed company problems and want to ensure that reputed company is a reputed company where people from reputed company backgrounds can reputed company an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more. Accommodations reputed company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@reputed company.com or click here if you require any reasonable accommodations throughout the recruiting process. Flexible Working At reputed company, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being reputed company to one of our offices or reputed company a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that reputed company members of reputed company can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. reputed company offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Fraudulent Employment Offers reputed company is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@reputed company.com’ or ‘@us-reputed company-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here. Apply tot his job Apply To this Job