About the Role:
The role of the Technical Support Engineer - Hardware - Safety POD encompasses a highly specialized position within customer support, focusing on the intricate management, tracking, diagnosis, and troubleshooting of the most challenging safety-related cases. These dedicated safety engineers play a pivotal role in assisting customers by extracting incident data crucial for exonerating cases. In addition to their primary responsibilities, Safety Engineers also take on a proactive role in knowledge dissemination within the organization. They engage in training, educating, and providing assistance while offering guidance to fellow employees within the Support team and across the entire company. Their expertise extends beyond individual case resolution, contributing to the collective knowledge base and skill set of the support ecosystem.
A critical facet of their duties involves the early identification and communication of broader issues and trends. Safety Engineers are vigilant in recognizing the magnitude and scope of emerging challenges, allowing them to alert the necessary stakeholders promptly. Their role is to provide a comprehensive understanding of the issues, enabling informed decision-making before escalating matters to Tier 3 support.
In essence, the Tier 2 Technical Support Engineer in the Hardware - Safety POD acts as a linchpin, not only addressing complex technical issues but also fostering a culture of continuous learning and improvement within the support infrastructure.
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
- Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
- 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 Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
- Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
- Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members
What We're Looking For:
- 2-3 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 perform in-depth root cause analysis
- Familiarity with hardware and firmware level troubleshooting
- Share 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
