Position Summary:

The Technical Support Engineer (Surfsight) will engage directly with resellers and end-users, handling the most technically advanced cases.  Our TSE’s use big data to help troubleshoot platform, hardware, and API/integration issues. If you love to work in a fast paced, dynamic organization that has an ever increasing customer base then this is the role for you!

Key Duties and Responsibilities: 

Verify and document complex technical support issues and deliver technical solutions in a timely mannerTroubleshoot API and other custom integration issuesGather and analyze data from internal databases via pre-written and custom SQL scripts to assist with troubleshootingLeverage data warehousing and visualization tools to identify technical issues and trends over large sets of dataTroubleshoot customer/reseller reported device issues to validate and determine root cause (hardware, software, database)Interface with database and development teams as needed to clarify and communicate escalationsEffectively communicate complex technical matters to both technical and non-technical stakeholdersDocument product defects and enhancements requests in both CRM and engineering project management toolProject manage and execute large-scale troubleshooting efforts that may require cross-functional partnershipCommunicate directly with our resellers and end-users to keep them apprised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validationMake recommendations on process and tool improvements for the teamOther duties as assigned 

Required Skills and Experience: 

3+ years’ of experience in Technical Support or Engineering role, preferably in a SaaS, telematics, or IoT environmentExperience working with Big Data and familiarity with warehousing/analytics tools such as Tableau, Snowflake, or Amazon RedShift, etc.Experience with applications that use APIExperience in one or more scripting language including writing queries (SQL, PERL Shell)Basic understanding of Agile methodologiesWorking knowledge of the components in a web application stackInquisitive and analytical with excellent troubleshooting skillsStrong commitment to quality and customer serviceExcellent written, verbal and presentation skillsBachelor’s degree in computer science or equivalent experience or equivalent certifications
 

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways.

Find out how good it feels to be a part of an inclusive, collaborative team. We’re committed to delivering an environment where everyone feels valued, included and supported to do their best work and share their voices.

Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We’re committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.