Senior Technical Support Engineer

Company: Mojio
Location: Vancouver
Posted on: April 1, 2021

Job Description:

Your car is an incredibly complex machine, producing more than 20 gigabytes of data every hour. From vehicle location and detailed trip records, to real-time engine performance, there is a plethora of insights locked behind the dash. We unlock that data to make cars safer and more reliable while saving drivers money. We provide the cloud-based Mojio Platform Service to a growing list of mobile operators around the world, enabling them to deliver connected car services to millions of their customers. We are looking for a tech-savvy Senior Technical Support Engineer to support our Partners' technical evaluation of the Mojio Platform, OBD hardware, and mobile and web applications; and to provide responsive Tier 2 technical support to these key Mobile operators carriers. The Opportunity

• Role: Senior Technical Support Engineer
• Language: English (Both verbal and written)
• Industry: Telecommunications and Automotive
• Job function: Technical Support
• Reporting Manager: Manager of Technical Services in Vancouver, Canada Candidate should be
  • Passionate about learning new technologies and a customer service advocate
  • An experienced technical support professional with more than 7 years in a customer-support role, promoting and supporting communications hardware, mobile application, and/or web-based services
  • Experience collaborating with multiple cross-functional teams including Engineering, Product management, Developers, 3 rd -party vendors
  • Available for on-call duty during weekends, post business hours, and holidays as necessary Role Responsibilities
    • Provide technical guidance to the team of Technical Support Engineers who provide Tier 2 technical support to mobile carriers and other partners that sell connected car services to their end user customers
    • Properly assess support requests amongst device, platform, web, and mobile application issues.
    • Proactively escalate customer, carrier, and staff issues to management
    • Collaborate with Engineering, Product Management, and external vendors to resolve technical support issues
    • Identify business gaps, work on developing processes, and process improvements
    • Provide technical support in response to incoming inquiries via email, chat, phone or any other technologies
    • Troubleshoot the reported issues, address product/service related questions, and provide technical assistance
    • Identify, replicate, and document defects using Mojio processes and tools
    • Log a ticket/bug in Jira for the identified issues and failures to escalate to Engineering and other teams
    • Validate the testing environment to ensure the issues are fixed
    • Participate in mobile App testing efforts as orchestrated by the Quality Assurance team Technical Skill Requirements
      • Understand complex configurations of the platform/mobile apps and help with issue debugging at a high level
      • Microsoft Azure Cloud architecture (or any other cloud provider) knowledge
      • NoSQL database knowledge (MongoDB, DocDB, Couchbase)
      • Strong TCP/IP protocol knowledge
      • In-depth knowledge of at least one major Operating System (Windows, Linux, Unix, etc.)
      • Expertise with data manipulation tools such as MS Excel, grep, awk, etc
      • Basic knowledge of at least one scripting language (Python, Bash, PowerShell)
      • Knowledge of Rest APIs and Platforms (Postman, Insomnia)
      • Experience with ticketing tools such as Zendesk, Jira Preferred Qualifications
        • Bachelor's degree in Computer Engineering, Software, Technology, or any related field Our Perks and Benefits
          • Competitive salary and options package
          • Excellent benefits (health, dental and vision)
          • Education and Lifestyle/wellness Allowances
          • Team outings to have fun with the rest of the team (when possible!)
          • Free Mojio for your car (obviously!) Note: The role will be filled using a partner and the employment contract will be with the partner and not directly with Mojio. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation, or on the basis of disability. Do you have work experience supporting at least one major operating system? In the lack of experience, do you hold any certifications? (Please provide details) --*
            Do you have good computer networking knowledge/experience? Please provide details. --*
            Do you have experience supporting DBMS and/or NoSQL solutions? Please provide details. --*
            Are you able to write scripts? If so, please list the languages and expertise levels for each. --*
            Do you have experience supporting IoT products/solutions? Please provide details. --*
            Do you have experience supporting mobile applications (Android/iOS). Please provide details. --*
            Do you have experience supporting cloud deployments or cloud-based applications? Please provide details. --*
            Are you legally authorized to work in Canada? --*
            Will you now or in the future require sponsorship for employment visa status? --*
            

Keywords: Mojio, Vancouver , Senior Technical Support Engineer, IT / Software / Systems , Vancouver, Washington