Technical Support Engineer

Who we are: reputed company empowers the people who run physical operations with tools to reputed company their work safer, more productive, and more profitable. For the first time reputed company, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet reputed company spend in a single system. Combined with industry leading AI, the reputed company platform gives you complete visibility and control, and significantly reduces reputed company workloads by automating and simplifying tasks. reputed company serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide reputed company of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the role: The Sr. Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, reputed company, assist, and guide other employees reputed company 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 problems before working with the Technical reputed company. What You'll Do: Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues reputed company data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, reputed company, Redash, AWS Cloudwatch, and reputed company Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience In-depth knowledge of reputed company products and features, with expertise in navigating the reputed company reputed company End Dashboard and Backend Console Build trusting relationships with customers through reputed company and interactive communication over the phone, chat, and emails reputed company constructive feedback and write Knowledge-reputed company articles to reputed company knowledge and support other team members reputed company're Looking For: 1-2 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience Understanding of RESTful APIs, SQL, Developer Knowledge, and OAuth 2.0. Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby) Familiarity with the software development process and understanding of tools for SAAS-based products Proficient technical skills for analyzing crucial data points and ability to reputed company in-depth root cause analysis Familiarity with hardware and firmware level troubleshooting reputed company knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment Excellent written and verbal communication skills Flexibility to participate in on-call rotation Creating a diverse and inclusive workplace is one of reputed company's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and reputed company those commodities and technologies controlled under U.S. Export Administration Regulations. It is reputed company's policy to require that employees be authorized to receive reputed company to reputed company products and technology. reputed company job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices. Apply To This Job