THE ROLE

The Technical Support Engineer (Surfsight) will engage directly with resellers and end-users, handling the most technically advanced cases. Our TSE's use of big data to help troubleshoot platform, hardware, and API/integration issues. If you love to work in a fast paced, dynamic organization that has an ever increasing customer base then this is the role for you!

RESPONSABILITIES

• Verify and document complex technical support issues and deliver technical solutions in a timely manner
• Troubleshoot API and other custome integration issues
• Gather and analyze data from internal databases via pre-written and custom SQL scripts to assist with troubleshooting
• Leverage data warehousing and visualization tools to identify technical issues and trends over large sets of data
• Troubleshoot customer/reseller reported device issues to validate and determine root cause (hardware, software, database)
• Interface with database and development teams as needed to clarify and communicate escalations
• Effectively communicate complex technical matters to both technical and non-technical stakeholders
• Document product defects and enhancements requests in both CRM and engineering project management tool
• Porject manage and execute large-scale troubleshooting efforts that may require cross-functional partnership
• Communicate directly with our resellers and end-users to keep them appraised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validation.
• Make recommendaitons on process and tool improvements for the team
• Perfor other dutties as assigned

REQUIREMENTS 

• 3+ years' of experience in Technical Support or Engineering role, preferably in Saas, telematics, or IoT environment 
• Experience working with Big Data and familiarity with warehousing/analytics tools such as Tableu, Snowflake, or Amazon Redshift, etc. 
• Experience with applications that use API
• Experience in one or more scripting language including writing queries (SQL, PERL Shell)
• Basic understanding of Agile methodologies
• Working knowledge of the componenets in a web application stack
• Inquisitive and analytical with excellent troubleshooting skills
• Strong commitment to qualituy and customer service
• Excelent written, verbal, and presentation skills
• Bachelor's degree in computer science or equivalent experience or equivalent certifications
• Fluent english is required