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Tier 3 Support Engineer, Hardware

Company: KeepTruckin
Location: Buffalo
Posted on: September 13, 2019

Job Description:

Who we are:KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.

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 impact and improve every facet of a trillion-dollar industry that touches everyone's lives. KeepTruckin is proud to be a Forbes Cloud 100 company and recognized by Glassdoor as a "Best Place to Work" in 2019.

We are looking for people from all backgrounds who want to make an impact on the millions of drivers who keep our world moving. Together, we laugh hard, snack harder and work together to drive innovation at the intersection of tech and transportation.

About the Job:The Tier 3 Support Engineer (SE) is a technical customer support representative that manages, tracks, diagnoses, and troubleshoots Embedded cases. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understanding the magnitude of the issues before escalating.Responsibilities:



  • Work with internal team members and external customers to explain issues and provide solution
  • Alert the necessary internal stakeholders of trends or issues occurring with the product & features
  • Create & Contribute to Knowledge base & documentation
  • Provide technical training to other members of Support and teams within the company.
  • Determine & Document root cause of errors/bugs, work with appropriate stakeholders to determine solution
  • Investigate bug reporting, and work with engineering to resolve issues.
  • Perform analysis of data to determine impact/prevalence of issues -- use Looker, and SQL to analyze & determine impact, next steps and escalate
  • Evaluate incoming defective equipment for approval or further troubleshooting


    Qualifications:





    • 4+ years in a Support / Technical Support role
    • Computer Science or Technical background
    • Proficient in SQL & Linux Bash Scripting
    • Bachelor's degree
    • Solid oral and written communicator in a team
    • Team player and can work in a professional environment
    • Proficient with Microsoft Office or Google Suite
    • Mechanical knowledge of vehicles preferred
    • Willing to travel up to 6% of the time, when required

      As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to; race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

Keywords: KeepTruckin, Buffalo , Tier 3 Support Engineer, Hardware, Engineering , Buffalo, New York

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