Senior Technical Support Engineer
Core
Subject Matter Expert managing, tracking, diagnosing, and troubleshooting technical support cases for a fleet management SaaS platform.
Role type
Senior Technical Support Engineer (Subject Matter Expert)
Builds
Customer support resolution and knowledge base for fleet management software
Domain
SaaS / Fleet Management / Logistics
Deliverable
client delivery
Required skills
Root cause analysis, SQL, RESTful APIs, OAuth 2.0, data analysis, hardware/firmware troubleshooting, programming (Python/C++/C#/Ruby), SaaS product understanding
Preferred skills
Mentorship, knowledge sharing, stakeholder communication
Technologies
Grafana, DataDog, Redash, AWS CloudWatch, Pendo
Responsibilities
Communicate with customers about escalated cases and urgent inquiries; utilize engineering tools to modify user/vehicle data; perform data analysis to assess issue impact; determine resolution paths involving data, hardware, or process changes; identify root causes of errors/bugs and report to Technical Leads; write Knowledge-base articles; mentor technical support engineers.
Seniority
Senior, hands-on IC with mentorship responsibilities