Technical Support Engineer, Tier 2 Software

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What You'll Do:

• Determine how to resolve support issues related to KT’s Front-end/Mobile category -- what changes need to be made to underlying data/process and how to apply them with minimal user disruption.
• Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with escalated issues
• Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to the engineer.
• Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Looker.
• Utilize tools developed by the engineering team to modify erroneous user/driver’s data for resolving support issues.
• Speak with customers if needed for escalated, urgent inquiries to minimize customer churn.
• Create & Contribute to Knowledge base & documentation
• Provide technical training to other members of Support and teams within the company
• Assist Tier 1 SW agents with technical questions and provide constructive feedback for training purposes

What We're Looking For:

• Bachelor's Degree in Computer Science/Engineering or equivalent practical experience
• 5+ years of experience in Customer Support, technical support, or software development, preferably customer-facing roles.
• Familiarity with the software development process and tools for a SAAS based product
• A Computer Science background is a requirement.
• Strong understanding of APIs, SQL & software programming fundamentals.
• Fluent in spoken and written English
• Working knowledge of software development tools and methodologies, E.g. Looker, JIRA, Java, C++, Salesforce

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.