Foresight Intelligence® is seeking an intellectual thinker who enjoys creating new efficiencies to take on our Technical Support Engineer role. This Engineer will diagnose and troubleshoot highly technical software and telematics hardware problems and help deploy our software updates. Our ideal candidate is an outstanding listener, an enthusiastic team-player, has a customer-centric mentality and strong problem-solving skills. With an eye for detail, our Technical Support Engineer maintains a high level of focus and pride in the customer experience.

REPORTS TO: Vice President-Operations

POSITION SUMMARY

Our Technical Support Engineer will take ownership of reported customer software and telematics hardware issues and see problems through to resolution.  Customers will rely on our Technical Support Engineer as a trusted resource for timely and accurate resolution of technical problems.

Job Duties and Responsibilities:

• Research and identify solutions to software and hardware issues by providing L2 and L3 Customer Technical Support.
• Collaborate with the Customer Success Team and assist with release updates, deployments and related “train the trainer” education.
• Diagnose and troubleshoot technical issues.
• Ask customers targeted questions to quickly understand the root of the technical issue.
• Resolve network issues, software/mobile app issues, telematics hardware issues and utilize remote desktop connections to provide immediate support.
• Properly escalate unresolved issues to appropriate internal teams.
• Provide prompt and accurate feedback to customers and follow up with clients to ensure their systems are fully functional after troubleshooting.
• Refer to internal database or external resources to provide accurate tech solutions.
• Prepare accurate and timely reports and ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Document technical knowledge in the form of notes and manuals.
• Maintain a patient and cheerful demeanor while building relationships with clients.
• Perform other duties as required / assigned.

Requirements:

• Bachelor’s degree in Computer Science, IT, Software Engineering or equivalent knowledge, skills and experience.
• 5 years proven experience as a Technical Support Analyst, Software Support Engineer or similar role.
• Strong experience with SQL Server.
• Knowledge of API languages including JSON and XML.
• Some experience with C# preferred.
• Experience with IoT and telematics.
• Hands-on experience with web/mobile applications, software and telematics hardware support.
• Prior experience working in a software development environment preferred.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Strong problem-solving skills, results orientation and common sense
• Ability to follow projects through to completion, adhering to tight timelines
• Excellent verbal and written communication skills
• Ability to learn new technologies quickly, step outside your own comfort zone and handle unfamiliar challenges enthusiastically
• Enjoys work (overcoming obstacles is fun!), loves to help people and can work well independently or in groups