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Geotab · 1 day ago

Support Engineering

Atlanta, GA

Full-time

Hybrid

Entry, Mid Level

Geotab is a global leader in IoT and connected transportation, seeking a Software Support Engineer to manage complex software escalations for their high-priority ESAP platform. The role involves providing technical support to clients, troubleshooting issues, and ensuring customer satisfaction while contributing to product improvements.

AnalyticsBig DataFleet ManagementInformation TechnologyInternetMobile DevicesSoftware

No H1B

Responsibilities

Provide timely and effective technical support to internal and external stakeholders, resolving issues related to software or embedded products

Clearly communicate complex technical information to diverse audiences, including internal and external stakeholders

Employ a proactive approach to troubleshooting by anticipating potential issues and addressing them before they impact stakeholders

Utilize data analytics and tools to identify trends in support inquiries

Monitor applications and systems for performance issues and take proactive measures to ensure stability and reliability

Contributes to the development and maintenance of technical troubleshooting documentation

Collaborate with product development and engineering teams to provide feedback and assist in identifying product improvements

Maintain detailed records of stakeholders interactions, issues, and resolutions in a ticketing system

Build and maintain strong relationships with internal stakeholders, focusing on their needs and ensuring satisfaction with the service provided

Participate in ongoing training and professional development to enhance technical skills and knowledge of Geotab products

Support Geotab global strategic initiatives

Provide on-site support to resellers and customers when applicable, delivering hands-on assistance to ensure optimal product performance and customer satisfaction

Qualification

SQLPythonPowerShellJavaScriptC#Data analysisExcelCustomer serviceProactive mindsetSoftware proficiencyCommunication skillsTeam playerAttention to detail

Required

Proven ability to diagnose and troubleshoot basic technical issues across hardware and software platforms

Proficiency in programming and scripting languages, including SQL, Python, PowerShell, JavaScript, and C#

Advanced skills in Excel and experience with data analysis and visualization

Strong understanding of customer service principles and practices, with a commitment to delivering exceptional support to clients and internal stakeholders

High accuracy and meticulous attention to detail, ensuring thoroughness in troubleshooting and documentation

Ability to work effectively under pressure, managing fast-changing priorities and deadlines with a proactive mindset

Excellent verbal and written communication skills, enabling clear and effective interactions with diverse audiences at all levels of the organization

A strong team player with the ability to engage and collaborate with colleagues across various functions, fostering a positive team environment

Proficient in using a variety of software programs, including Google Workspace (Sheets, Docs, Slides) and other relevant tools for business operations

An entrepreneurial mindset, comfortable working in a flat organizational structure, and willing to take initiative to drive improvements and efficiencies

To be eligible, candidates must have continuously resided in the continental United States for at least three years immediately preceding their application. Successful applicants will be required to provide verifiable documentation of continuous lawful residency. Some exceptions may apply to US citizens

Ability to pass an enhanced background check, including a drug screening test (if applicable) and a credit check