About the Role:
The role of the Technical Support Engineer - Hardware - Safety POD encompasses a highly specialized position within customer support, focusing on the intricate management, tracking, diagnosis, and troubleshooting of the most challenging safety-related cases. These dedicated safety engineers play a pivotal role in assisting customers by extracting incident data crucial for exonerating cases. In addition to their primary responsibilities, Safety Engineers also take on a proactive role in knowledge dissemination within the organization. They engage in training, educating, and providing assistance while offering guidance to fellow employees within the Support team and across the entire company. Their expertise extends beyond individual case resolution, contributing to the collective knowledge base and skill set of the support ecosystem.
A critical facet of their duties involves the early identification and communication of broader issues and trends. Safety Engineers are vigilant in recognizing the magnitude and scope of emerging challenges, allowing them to alert the necessary stakeholders promptly. Their role is to provide a comprehensive understanding of the issues, enabling informed decision-making before escalating matters to Tier 3 support.
In essence, the Tier 2 Technical Support Engineer in the Hardware - Safety POD acts as a linchpin, not only addressing complex technical issues but also fostering a culture of continuous learning and improvement within the support infrastructure.
What You'll Do:
- Determine how to resolve Safety/Dashcam issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption.
- Help customers with accident footage and telematics retrieval for case exoneration.
- 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.
What We're Looking For:
- Proficient technical skills for analyzing crucial data points.
- Excellent written and verbal communication skills, coupled with robust customer service experience.
- Fluency in spoken and written English.
- Ability to collaborate effectively within a team and thrive in a professional environment.
- Background in Computer Science/Engineering.
- Demonstrated track record of exceptional performance.
- Familiarity with hardware and firmware level troubleshooting.
- Willingness to participate in on-call rotation.
