Sr. Tech Support Specialist

Who We Are

At Platform Science, we’re working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others.  We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

About the Role

Platform Science is looking for an experienced Technical Support engineer to provide world-class hardware and software support to our customers. This is an opportunity to join our Tech Support Team within our Customer Success organization which is responsible for resolving complex customer problems and improving support across all teams –  as a critical part of our escalation process. We are collaborative in nature, and partner with support engineers and other customer facing teams to troubleshoot complex issues.  

The ideal candidate will have a technical background, experience working in a technical support role, proven customer-facing skills, and strong communication skills. It is essential to understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to Engineering and Product teams.

The Tech Support Team proactively reviews all support cases and identifies negative trends, researches those trends, and qualifies corrective actions. In addition, they receive escalations from the customer facing organization and research them (working with customers and other teams) to qualify as a bug or define a clear course of corrective action to solve the reason for the escalation. 

Essential Responsibilities

• Product Expertise: Become an expert on the complete Platform Science product portfolio and develop a deep understanding of all products, applications and processes.
• Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Collaborate: Work with external customers,  internal customer-facing teams, product, and other internal support teams to resolve complex issues.
• Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Documentation: Help develop customer-facing knowledge base articles to help improve the self-serviceability for our end users.
• Partnerships: Work closely with our BusDev partnerships and our Engineering and Product teams to reproduce bugs, build test cases and create resolutions as necessary.
• Feedback Loop: Provide direct feedback to Support management for product and process improvements to help enhance the customer experience.
• Team Player: Be a champion of Platform Science’s cultural values with a strong focus on customers and a deep desire to be part of an innovative team driven to revolutionize the transportation and logistics industry.

Experience

• Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
• Good understanding of computer systems, mobile devices and other tech products
• Ability to provide step-by-step technical help, both written and verbal
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Desire to learn new technologies while supporting existing
• Passion to empower others and automate where possible
• Curiosity to understand complex interactions
• Ability to work well under pressure
• Familiarity with the IoT/Telematics & Transportation Industry
• Salesforce experience
• Excellent customer support skills

Platform Science Benefits Highlights

The company offers various benefits to regular, full-time employees including: 

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular, full-time employees.

In addition, you can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits

Our job titles for each posting may span across more than one job level. The estimated hourly rate for this position is between $29.28 - $43.13 per hour. The range displayed on each job posting reflects the minimum and maximum target range for new hire hourly rates across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant training and certifications, business needs, market demands and specific geographical location. The hourly pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.