Vacancy Description
About the role
The Sr. Technical Support Engineer role is a Subject Matter Expert that manages, tracks, diagnoses, and troubleshoots the cases in Technical Support. They also train, educate, assist, and guide other employees within Support and across the company. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the problems before working with the Technical Lead.
What You'll Do
- Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
- Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
- Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
- Determine how to resolve support issues by identifying changes needed in data, hardware, or proc...
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