Senior Technical Support Engineer

Position Summary:

The Senior Technical Support Engineer will be the final escalation point for managing the complex technical support incidents providing customers with resolutions. The Senior Technical Support Engineer will have a strong passion for technology demonstrating stellar troubleshooting skills while delivering an amazing client support experience.

Key Duties & Responsibilities:

  • Provide technical support via phone and email for Lytx products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions and follow issue through to successful resolution.
  • Verify and document the technical issue to deliver technical solutions.
  • Interface with infrastructure, database and development teams as needed.
  • Excellent communication, conveying complicated technical issues to non-technical stakeholders both written and verbally.
  • Provide customers with solutions to complex technical issues.
  • Document product defect and enhancements.
  • Communicate plan, progress updates and resolution to impacted clients in timely manner.
  • Participate in new product rollout activities such as documentation of new processes and test of products.
  • Optimize existing procedures to improve ease, speed, and performance.
  • Investigate problems as they surface, troubleshoot to identify the cause, and then suggest ways to correct them
  • Able to provide short-term and long-term solutions; to tackle immediate tasks while keeping a mindset on how to remedy such events in the future.
  • Strong personal commitment to quality and customer service.
  • Stellar troubleshooting skills.
  • Mentorship of other members of the technical support team.
  • Other duties as assigned

Education, Experience & Qualifications:

  • 5+ years of experience working with relational databases (SQL preferred)
  • 5+ years of experience troubleshooting hardware, software and Application Programming Interface (API) issues
  • Experience in one or more scripting language (JSON a plus)
  • Experience writing or debugging code
  • Working knowledge of the components in a web application stack.
  • Prior SaaS support experience. Experience with telematics a plus.
  • Able to adapt quickly a rapidly growing and changing environment
  • Strong problem solving, support process analytics and organizational skills
  • Excellent written, verbal and presentation skills
  • An understanding of an Agile environment and team atmosphere
  • Self-motivated for success and has a hunger for knowledge.
  • Bachelor's degree in computer science or related field
  • Experience with automotive electronics and/or MECP/ASE Certification desired

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

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