Technical Support Engineer
Core
Senior leader responsible for delivering exceptional technical support for Locusview SaaS solutions, acting as a primary escalation resource while driving team development and cross-functional collaboration.
Role type
Senior IC Technical Support Engineer (Team Lead)
Builds
Locusview SaaS applications, mobile platforms, and hardware solutions for utility clients
Domain
Utilities, Energy, Water, SaaS
Deliverable
client delivery
Required skills
Team leadership and coaching, complex technical troubleshooting, SaaS platform support, API testing, mobile OS troubleshooting, SQL query analysis, ticket management systems, root cause analysis, process improvement
Preferred skills
Utility industry experience, GIS/mapping technologies, SaaS operations leadership, training program development, support metrics management
Technologies
SaaS, iOS, Android, APIs, Postman, SQL, Zendesk, Jira, MDM tools
Responsibilities
Lead and coach a team of Technical Support Engineers; Serve as primary escalation point for complex technical issues; Provide real-time customer support via phone and email; Analyze logs and diagnostics to identify root causes; Partner with Product and Engineering to validate fixes; Drive continuous process improvement initiatives; Create and maintain knowledge base articles and runbooks.
Seniority
Senior, hands-on IC with leadership responsibilities
