Lead Application Support Engineer

2 weeks ago

Cincinnati, United States Tekion Corp Full time

At Tekion, we're building the only cloud-native platform that is transforming the automotive retail industry, leapfrogging it into the future and providing unparalleled customer experience. We're creating seamlessly integrated, elegant, and intuitive solutions built with cutting edge technology and powered by Big Data, Machine Learning (ML)/ AI and Internet of Things (Connected vehicle to connected devices). We’re harnessing passion, entrepreneurial spirit, deep industry expertise and the latest technologies to create something very special. We're inventing new technology along the way to overcome barriers and solve big problems, all while having a blast doing it

*Must be located on-site at our West Chester, OH office to provide lead support to an OEM

*Ideal candidate will have a combination of OEM, automotive experience and SaaS support leadership to be considered 

Job Description

We're looking for an enthusiastic individual with automotive software and/or dealership experience who loves challenges, pushes boundaries and is passionate about innovative products while delivering awesome customer experiences. In this senior-level role, you will be a subject matter expert and owner in your domain to help coordinate and communicate with our clients regarding support issues and help keep the support team on track and in-line with processes and deliverables. Our transparent and collaborative culture means we work both independently and together as a team on projects in an agile environment.  

Seeking Domain Experts in automotive retail solutions. 

Key Responsibilities

  • Leading others to work effectively in a strong customer service and team-oriented environment  
  • Act as a point of contact for our enterprise level partners and/or OEMs 
  • Communicating regularly with senior leadership and account managers, providing reports and updates on all projects and open critical, client and product issues  
  • Identifying system improvement opportunities based on tracking product support requests or repetitive issues and making recommendations to development and engineering on potential solutions  
  • Facilitating team meetings to communicate objectives, status on targets and gather information regarding any roadblocks the support team may be facing  
  • Collaborating effectively in a fast-paced exciting environment to ensure that deployments, releases and activities are properly validated  
  • Quarterly travel to client sites if necessary (1-2 weeks max) 
  • Responsible for coaching and mentoring team members to meet expectations 

Skills and Experience

  • 3+ years of professional experience in software support (Agile methodologies preferred) 
  • 3+ years experience in managing customer critical accounts and customer wide escalations 
  • Knowledge of latest practices in support (AI, Machine Learning, Chatbot , knowledge management) 
  • Experience in leading and managing project and support teams 
  • Comfortable working with big cross functional teams 
  • Product/Software experience (Automotive preferred) 
  • Intelligent builder, dedicated doer, and empathetic leader who enjoys developing teams and creative strategies 
  • Excellent verbal and written communication skills, with experience interacting with leaders at multiple levels as well as ability to demonstrate strong analytical and problem solving skills 
  • Proven experience of delivering results in high pressure environments using standard project management techniques and disciplines 

Preferred Skills

  • SaaS experience 
  • Good understanding of ITIL process guidelines for incident, change and problem management  

Perks and Benefits

  • Competitive compensation and generous stock options   
  • 100% employer-paid top-of-the-line medical, dental and vision coverage  
  • Great benefits including unlimited PTO, parental leave and free snacks and beverages  
  • The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies   
  • Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper    
  • Work on the latest and coolest technologies – everything is home-grown and built ground-up   
  • A dynamic work environment with a strong sense of community and collaboration   
  • The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy   
  • Exciting opportunities for career growth and development   

Current Tekion Employees – Please apply via Greenhouse Internal Job Board

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

For California residents you can review Tekion's California Privacy Policy here.

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