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Technical Support Engineer, Tracking Expert
6 hours ago
About the Role:
The Technical Support Engineer - Tracking and Telematics position is a crucial role within our organization. This individual will serve as a Subject Matter Expert, managing, tracking, diagnosing, and troubleshooting cases in Technical Support. They will also train, educate, assist, and guide other employees within Support and across the company.
Key Responsibilities:- Effective communication with customers regarding reported issues, escalated cases, and urgent inquiries to minimize customer churn
- Utilization of tools developed by the engineering team to modify user/vehicle data for resolving support issues
- Data analysis using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo to assess the impact and prevalence of issues
- Determination of how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
- Root cause analysis of errors/bugs using available data and tools, and reporting to the Technical Leads
- Exceeding 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
- Building trusting relationships with customers through open and interactive communication
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