Technical Support Engineer

1 Year ago • 3 Years + • Software Development & Engineering

Job Summary

Job Description

The Technical Support Engineer (Surfsight) will engage directly with resellers and end-users, handling the most technically advanced cases. Our TSE's use big data to help troubleshoot platform, hardware, and API/integration issues. This role is ideal for someone who enjoys working in a fast-paced, dynamic organization with an ever-increasing customer base. Key duties include verifying and documenting complex technical support issues, delivering timely technical solutions, troubleshooting API and custom integration issues, gathering and analyzing data from internal databases using SQL scripts, and leveraging data warehousing and visualization tools. The engineer will also troubleshoot customer/reseller reported device issues, interface with database and development teams, communicate complex technical matters to stakeholders, document product defects, and manage large-scale troubleshooting efforts. Responsibilities also include communicating directly with resellers and end-users regarding the technical support lifecycle and recommending process and tool improvements.
Must have:
  • 3+ years in Technical Support or Engineering
  • Experience with Big Data and warehousing/analytics tools
  • Experience with applications using APIs
  • Experience in scripting language (SQL, PERL, Shell)
  • Basic understanding of Agile methodologies
  • Working knowledge of web application stack
  • Inquisitive and analytical troubleshooting skills
  • Strong commitment to quality and customer service
  • Excellent written, verbal, and presentation skills
  • Bachelor's degree in computer science or equivalent
Good to have:
  • SaaS, telematics, or IoT environment experience
Perks:
  • Innovation Lives Here
  • Cutting-edge technology
  • Happy People
  • Positive impact
  • Diverse team
  • Inclusive, collaborative team environment
  • Equal opportunity/affirmative action employer
  • Drug-free workplace

Job Details

Position Summary:

The Technical Support Engineer (Surfsight) will engage directly with resellers and end-users, handling the most technically advanced cases.  Our TSE’s use 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!

Key Duties and Responsibilities: 

  • Verify and document complex technical support issues and deliver technical solutions in a timely manner
  • Troubleshoot API and other custom 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
  • Project manage and execute large-scale troubleshooting efforts that may require cross-functional partnership
  • Communicate directly with our resellers and end-users to keep them apprised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validation
  • Make recommendations on process and tool improvements for the team
  • Other duties as assigned 

Required Skills and Experience: 

  • 3+ years’ of experience in Technical Support or Engineering role, preferably in a SaaS, telematics, or IoT environment
  • Experience working with Big Data and familiarity with warehousing/analytics tools such as Tableau, 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 components in a web application stack
  • Inquisitive and analytical with excellent troubleshooting skills
  • Strong commitment to quality and customer service
  • Excellent written, verbal and presentation skills
  • Bachelor’s degree in computer science or equivalent experience or equivalent certifications
     

Innovation Lives Here


You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways.

Find out how good it feels to be part of an inclusive, collaborative team. We’re committed to delivering an environment where everyone feels valued, included and supported to do their best work and share their voices.

Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We’re committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.

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About The Company

Lytx is the global leader in fleet management technologies. Our solutions harness the power of video to empower drivers and fleets to be safer and more efficient, productive, and profitable so they can thrive in today’s competitive environment. Through the Lytx platform, direct and reseller clients access our customizable services and programs spanning driver safety, risk detection, fleet tracking, compliance, preventative maintenance, and fuel management. Using the world’s largest driving database of its kind, along with proprietary machine vision and artificial intelligence technology, we help protect and connect thousands of fleets and 1.6 million drivers in more than 60 countries worldwide. Lytx is privately held and headquartered in San Diego, California. For more information, visit us at Lytx.com.


The SurfsightTM solution is Lytx's indirect market offering, available in North America and internationally. Strategic partners and resellers can use Surfsight's open API platform to easily add video to their telematics stack or utilize our stand-alone Surfsight Cloud dashboard to allow fleet managers to track vehicles, view risky and distracted driving events, retrieve videos from the field, and view and analyze data. The innovative technology in the Surfsight dash cam, powered by Lytx, uses robust machine vision and artificial intelligence to proactively detect and mitigate risk. It provides detailed analytics and real-time visibility into overall fleet performance, giving companies valuable data to help increase safety and savings through better fleet management. The solution offers an accessible entry point into video telematics without compromising on features, functionality, and configuration options. For more information visit https://www.lytx.com/en-us/surfsight.



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