Support Engineering

Geotab•Atlanta, GA

3h•Hybrid

About The Position

Geotab is seeking a Support Engineer who will serve as a critical bridge between our frontline support teams and software development engineers, resolving complex technical challenges and driving continuous product improvement. In this Level 3 support role, you will root-cause escalated issues, collaborate cross-functionally to ensure fixes are implemented, and keep all stakeholders informed throughout. If you love digging into complex technical problems, working at the intersection of engineering and customer impact, and making a measurable difference on product quality — we would love to hear from you!

Requirements

Post-Secondary Diploma/Degree in Computer Science, Electrical Engineering, Software Engineering, or a related field.
1–3 years of experience in software development or technical support engineering within a software or engineering organization.
Proficiency in SQL and at least one of: Python or JavaScript.
Proven ability to diagnose and troubleshoot technical issues across both hardware and software platforms.
Strong written and verbal communication skills, with the ability to convey complex technical concepts to technical and non-technical audiences.
Candidates must have continuously resided in the continental United States for at least three years immediately preceding their application.
Ability to pass an enhanced background check, including a drug screening test (if applicable) and a credit check.

Nice To Haves

Experience with data analysis and visualization tools such as Excel or Google Sheets.

Responsibilities

Act as the Level 3 escalation point between customer-facing support teams and Geotab’s software development engineers, owning complex issues from identification through resolution and closing the loop with all parties.
Diagnose and troubleshoot technical issues across software and hardware platforms, leveraging skills in SQL and Python or JavaScript to identify root causes and drive solutions.
Maintain detailed records in the ticketing system.
Manage multiple open issues simultaneously by asking targeted questions to quickly isolate root cause.
Contribute to technical troubleshooting documentation.
Use data analytics to surface trends in support inquiries.
Provide on-site support to resellers and customers.
Participate in a rotating on-call schedule when applicable.
Provide timely and effective technical support to internal and external stakeholders, resolving issues related to software or embedded products.
Clearly communicate complex technical information to diverse audiences, including internal and external stakeholders.
Employ a proactive approach to troubleshooting by anticipating potential issues and addressing them before they impact stakeholders.
Utilize data analytics and tools to identify trends in support inquiries.
Monitor applications and systems for performance issues and take proactive measures to ensure stability and reliability.
Collaborate with product development and engineering teams to provide feedback and assist in identifying product improvements.
Effectively manage the issue queue by asking targeted and strategic questions to quickly identify root cause, ensuring all interactions are properly logged, and prioritizing multiple open issues simultaneously.