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Support Engineering

2 months ago

Atlanta, United States Hire Velocity Full time
Overview Support Engineering

Atlanta, Georgia - USA

Our client is looking to add a Support Engineering team member who will provide stellar escalated engineering support and customer services to their team.

The Support Engineer will support both the software applications and hardware. You will understand the business impact of incoming tickets and will troubleshoot effectively to resolve technical issues. You will also collaborate with  engineering teams to resolve vehicle data bugs and firmware issues. To be successful in this role you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts.

How you'll make an impact:

  • Provide prompt and accurate feedback to stakeholders.
  • Support stakeholders through various modes of communication (e.g. phone, ticketing system, email and in person) for all integrated products.
  • Gather relevant information by evaluating and analyzing the symptoms to resolve technical firmware, hardware or software issues involving vehicle data, connectivity, core product functionality
  • Investigate high priority vehicle data quality issues that interfere with Geotab's products
  • Support and document root cause analysis on potential adverse interactions between the systems and vehicles including visiting customer sites for field investigations when necessary
  • Use Cloud-based data warehouses (e.g. BigQuery and Google Cloud compute) for automated analysis of vehicle data and identify vehicle support gaps from our products.
  • Maintain legacy products, if applicable, and the support of vehicles using those products. 
  • Support the global strategic initiatives.
What you'll bring to the role
  • Post-Secondary Degree/Diploma specialization in Mechanical, Mechatronics, Electrical, Computer, Systems Design, Automotive or a related field.
  • 1-3 years experience in a Support Engineering role.
  • 1-3 years experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset.
  • Proven ability to diagnose and troubleshoot basic technical issues.
  • Understanding of customer service principles and practices.
  • Experience with various vehicle systems
  • Experience with automotive diagnostic standards (e.g. SAE J1939, SAEJ1979, KWP/2000, UDS 14229, ISO 27145 WWH-OBD).
  • Experience with physical layers (e.g. CAN bus, K-Line/ISO9141, VPW/PWM, Single Wire CAN etc.).
  • Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
  • Experience with SQL or Google Big Query equivalent.