Senior Support Engineering

Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Senior Support Engineer for our Embedded Engineering Support team who will provide stellar escalated engineering support and customer service to our network of Geotab Partners & internal stakeholders. If you love technology, and are keen to join an industry leader — we would love to hear from you!

What you'll do:

Your key area of responsibility will be to support both the software application and the Geotab GO devices, IOX and other hardware. Geotab receives detailed data and metrics for hundreds of thousands of vehicles every second, which is processed and interpreted to create actionable information for our customers. You will understand the business impact of incoming tickets and will troubleshoot effectively to resolve technical issues. You will also collaborate with Geotab engineering teams to resolve vehicle data bugs and firmware issues. To be successful in this role you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts.

How you'll make an impact:

• Provide prompt and accurate feedback to stakeholders
• Support stakeholders through various modes of communication (e.g. phone, ticketing system, email and in person) for all Geotab and integrated products
• Gather relevant information by evaluating and analyzing the symptoms to resolve technical firmware, hardware or software issues involving vehicle data, connectivity, core product functionality
• Effectively manage issue queue:
• Ask targeted questions to quickly understand the root of the problem. Ensure all issues are properly logged. Prioritize and manage several open issues at one time.
• Investigate high priority vehicle data quality issues that interfere with Geotab's products
• Support and document root cause analysis on potential adverse interactions between Geotab’s systems and vehicles including visiting customer sites for field investigations when necessary
• Use Cloud-based data warehouses (e.g. BigQuery and Google Cloud compute) for automated analysis of vehicle data and identify vehicle support gaps from our products
• Maintain legacy products, if applicable, and the support of vehicles using those products
• Support Geotab global strategic initiatives

What you'll bring to this role:

• 3+ years experience in a Support Engineering role
• Post-Secondary Degree/Diploma specialization in Mechanical, Mechatronics, Electrical, Computer, Systems Design, Automotive or a related field
• Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset
• Strong aptitude for understanding and breaking down complex technical problems
• High level of experience with various vehicle systems
• High level of experience with automotive diagnostic standards (e.g. SAE J1939, SAEJ1979, KWP/2000, UDS 14229, ISO 27145 WWH-OBD)
• High level of experience with physical layers (e.g. CAN bus, K-Line/ISO9141, VPW/PWM, Single Wire CAN etc.)
• Proficient in SQL or Google Big Query equivalent, Python
• Strong verbal and written communication skills
• Able to work well under pressure and respond to fast changing priorities and deadlines
• Highly organized and able to manage multiple tasks and projects simultaneously
• A strong team-player with the ability to engage with all levels of the organization
• Strong analytical skills with the ability to problem solve to well-judged decisions