Who We Are
KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.
At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.
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About the Role:
The Tier 2 Technical Support Engineer - Hardware (Asset Tracking Pod) is a technical customer support engineer that manages, tracks, diagnoses, and troubleshoots the most difficult cases in Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the issues before escalating directly to Tier 3.
What You’ll Do:
- Determine how to resolve support issues for Asset Gateways -- what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption.
- Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to Tier 3.
- Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Grafana, Redash, AT&T Portal, etc.
- Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues.
- Communicate with customers if needed for escalated, urgent inquiries to minimize customer churn.
- Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
What We’re Looking For:
- Must have excellent written and verbal communications skills as well as strong customer service experience
- Fluent in spoken and written English.
- Team player and can work in a professional environment.
- Computer Science/Engineering background.
- Should be an exceptional performer.
- Familiar with Hardware and Firmware level troubleshooting.
- Participate in on-call rotation
- Good technical knowledge of Asset Gateways
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
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