.Why Lytx: The Technical Support Engineer (Surfsight) will engage directly with resellers and end-users, handling the most technically advanced cases.
Our TSEs use big data to help troubleshoot platform, hardware, and API/integration issues.
If you love to work in a fast-paced, dynamic organization that has an ever-increasing customer base, then this is the role for you!You'll Get To:Verify and document complex technical support issues and deliver technical solutions in a timely manner.Troubleshoot API and other custom integration issues.Gather and analyze data from internal databases via pre-written and custom SQL scripts to assist with troubleshooting.Leverage data warehousing and visualization tools to identify technical issues and trends over large sets of data.Troubleshoot customer/reseller reported device issues to validate and determine root cause (hardware, software, database).Interface with database and development teams as needed to clarify and communicate escalations.Effectively communicate complex technical matters to both technical and non-technical stakeholders.Document product defects and enhancement requests in both CRM and engineering project management tool.Project manage and execute large-scale troubleshooting efforts that may require cross-functional partnership.Communicate directly with our resellers and end-users to keep them apprised of each step in the technical support lifecycle: discovery, troubleshooting, fix, validation.Make recommendations on process and tool improvements for the team.Perform other duties as assigned.What You'll Need:3+ years of experience in Technical Support or Engineering role, preferably in a SaaS, telematics, or IoT environment.Experience working with Big Data and familiarity with warehousing/analytics tools such as Tableau, Snowflake, or Amazon RedShift.Experience in one or more scripting languages including writing queries (SQL, PERL Shell).Basic understanding of Agile methodologies.Inquisitive and analytical with excellent troubleshooting skills.Strong commitment to quality and customer service.Excellent written, verbal, and presentation skills.Bachelor's degree in computer science or equivalent experience or equivalent certifications.Fluent English is required.Company Culture: Lytx is powered by cutting-edge technology and Happy People.
You want to use your powers for good, and that's exactly what we do at Lytx.
Our team is made up of hungry, humble, and capable people who are making a difference every day with technology that helps save lives each year.Innovation Lives Here: You go all in no matter what you do, and so do we.
At Lytx, we're powered by cutting-edge technology and Happy People.
You want your work to make a positive impact in the world, and that's what we do.
Join our diverse team of hungry, humble, and capable people united to make a difference.
Together, we help save lives on our roadways.Find out how good it feels to be a part of an inclusive, collaborative team