Manager, Technical Services & Support

Position Title: Manager Technical Services & Support

Location: USA or Canada, Remote

At Mojio, we’re on a mission to give every vehicle a voice. Founded in 2012, we’ve grown from a disruptive startup to a global leader in the connected mobility space, trusted by some of the world’s biggest brands as customers, investors and partners, including Amazon, Bosch, Deutsche Telekom, Microsoft, T-Mobile and Vivint.

Our driven team is fueling the future of connected mobility with our scalable IoT platform and customer-centric SaaS solutions, including our best-in-class connected car apps (averaging 4.7 stars in the US).

Our end-to-end solutions deliver a smarter, safer and more convenient car ownership experience for the global driving community. With over 15 billion miles of driving data gathered from more than a million vehicles, we’re leveraging one of the largest and fastest-growing big data pools in the automotive industry to build the next generation of data-driven automotive products, services and user experiences.

In 2020, Deloitte recognized Mojio as the 7th fastest growing tech company in Canada and #1 in British Columbia for the second consecutive year, with four year revenue growth of 3,612%. We were also recognized with the 2019 Comparably Award for Best Leadership Team.

We are looking for a tech-savvy Manager Technical Services & Support to support our Partners’ technical evaluation of the Mojio Platform, OBD hardware, and mobile and web applications; and to manage responsive Tier 1 & 2 technical support to these key Mobile operator carriers.

The Opportunity

• Role: Manager Technical Services & Support
• Language: English (Both verbal and written)
• Type: Full-time
• Location: (USA or Canada remote).
• Industry: Telecommunications and Automotive
• Job function: Manager Technical Support
• Reporting Manager: VP of Operations in Campbell, CA, USA

Candidate should be

• Passionate about leading and growing a world-wide technical services team of highly motivated and smart individuals
• Proactive and strategic planner in order to keep up with Mojio’s support needs
• History in successfully managing a worldwide, follow-the-sun support team
• Motivational leader who leads by example
• Passionate about learning new technologies and a customer service advocate.
• An experienced technical manager and support professional with more than 7 years in a customer-support role, promoting and supporting communications hardware, mobile application, and/or web-based services.
• Experience collaborating with multiple cross-functional teams including Engineering, Product Management, Developers, 3rd-party vendors.
• Available for on-call duty during weekends, post business hours, and holidays as necessary

Role Responsibilities

• Provide technical leadership to a team of Technical Support Engineers who provide Tier 1 & 2 technical support to mobile carriers and other partners that sell connected car services to their end user customers.
• Properly manage staffing of all team members across different time zones.
• Properly monitor the queues and assess support requests amongst device, platform, web, and mobile application issues.
• Proactively escalate customer, carrier, and staff issues to management
• Collaborate with Engineering, Product Management, and external vendors to resolve technical support issues.
• Identify business gaps, work on developing processes, and process improvements.
• Provide technical support in response to incoming inquiries via email, chat, phone or any other technologies.
• Review Technical Services processes on a regular schedule
• Schedule mobile App testing efforts as orchestrated by the Quality Assurance team

Technical Skill Requirements

• Zendesk Administrator Skills
• Proven experience with JIRA/Confluence
• Understand complex configurations of the platform/mobile apps and help with issue debugging at a high level.
• Microsoft Azure Cloud architecture (or any other cloud provider) knowledge
• NoSQL database knowledge (MongoDB, DocDB, Couchbase)
• Strong TCP/IP protocol knowledge
• In-depth knowledge of major Operating Systems (Windows, macOS, Linux, Unix, etc.)
• Expertise with data manipulation tools such as MS Excel, grep, awk, etc
• Basic knowledge of at least one scripting language (Python, Bash, PowerShell)
• Software development foundations
• Use of command line utilities and developer tools in the browser
• Knowledge of Rest APIs and Platforms (Postman, Insomnia)
• Experience with ticketing tools such as Zendesk, Jira

Preferred Qualifications

• Bachelor’s degree in Computer Engineering, Software, Technology, or any related field

Our Perks and Benefits

• • Competitive salary
  • Work from home flexibility
  • 4 weeks of vacation each year
  • Generous annual allowance for professional education
  • Stock options
  • Cell Phone Plan Reimbursement
  • Health & wellness annual spending allowance
  • Great health benefits
  • Free Mojio device for your car (obviously!).

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation, or based on disability.

Posted positions are not open to third party recruiters/agencies and unsolicited resume submissions will be considered free referrals.