Customer Support Engineer I (Retail)

Tekion is seeking an enthusiastic Customer Support Engineer I (Retail) who thrives on challenges and delivering exceptional customer experiences. In this senior-level role, you will be a subject matter expert, coordinating communication with dealership clients on support issues and ensuring the support team adheres to processes and deliverables. The role involves working independently and collaboratively in an agile environment, focusing on problem resolution and maintaining high standards of support.

Must Have

• Take ownership of customer issues and see them through to resolution
• Research, diagnose, troubleshoot, and identify solutions for system issues
• Follow standard procedures for escalating unresolved issues to internal teams
• Understand the application both functionally and technically
• Refer to internal databases or external resources for accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues simultaneously
• Prepare accurate and timely reports
• Document technical knowledge in notes and manuals
• 5+ years of experience as an Application Support Engineer
• Experience in Retail/Sales in an automotive environment
• Previous experience in application, production or product support
• Ability to learn and master employer-specific software
• Complex problem-solving skills
• Strong written and verbal communication skills
• Ability to diagnose and address application issues
• Ready for rotational shifts
• Not requiring visa sponsorship

Good to Have

• Basic understanding of IoT and software
• Knowledge of APIs and coding skills
• Working knowledge of SQL, Mongo Databases & basic network configuration

Perks & Benefits

• Competitive compensation and generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Unlimited PTO
• Parental leave
• Free snacks and beverages
• Opportunity to work with bright minds from Silicon Valley
• Be part of an early stage, hyper-growth start-up
• Work on the latest and coolest home-grown technologies
• Dynamic work environment with a strong sense of community and collaboration
• Open and transparent culture that encourages innovation, rewards performance and discourages hierarchy
• Exciting opportunities for career growth and development

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Job Summary

We're looking for enthusiastic people who love challenges, pushes boundaries and is passionate about delivering awesome customer experiences. In this senior-level role, you will be a subject matter expert in your domain to help coordinate and communicate with our dealership 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.

Roles & Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ability to understand the application both functionally and technically
• Refer to internal databases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

Qualifications & Educational Requirements

• 5+years of experience as an Application Support Engineer.
• Experience in Retail/Sales in an automotive environment.
• Previous experience in application, production or product support
• Ability to learn and master employer-specific software
• Complex problem solving
• Written and verbal communication skills
• Ability to diagnose & address application issues
• Candidate should be ready for rotational shift
• Basic understanding of IoT and software – preferred
• Knowledge of APIs and coding skills preferred.
• Working knowledge of SQL,Mongo Databases & basic network configuration is desired

Sponsorship

• Please note that visa sponsorship is not available for this position.

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

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, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics.

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